Job Description
Job Description
Affiliate of The Merrimack
Company: New Hampshire Mutual Bancorp (NHMB)
Title: Cash Management Specialist
Location: Concord, New Hampshire
Position Details: Full Time, Monday-Friday, 8:00AM-5:00PM
FLSA: Non-Exempt, Non Management Staff Administrative Support
*Salary negotiable based on level of experience between $24.00 - $28.00 an hour
PRIMARY RESPONSIBILITIES
Serves as the internal expert for digital banking platforms including but not limited to consumer, small business and commercial cash management online banking, mobile apps, telephone banking, and other ancillary digital services. Serves as a liaison between NHMB and the vendor in order to resolve issues. Actively participates in the delivery of new digital banking related products and services. Resolves complex issues related to digital banking. Provides training assistance for new Digital Banking Representative employees.
Accountabilities & Measures
Key Accountabilities
1. Model Behaviors consistent with A+ Merits to foster an effective culture
2. Provide outstanding customer service to both internal and external customers
3. Research and resolve complex issues related to digital banking platforms and services
Success Measures
1. Performs department functions independently
2. Issues are resolved timely and communicated appropriately
3. Able to provide coverage of all department tasks fluently
ESSENTIAL FUNCTIONS
1. Adheres to the NHMB Values: A+ Merits - Accountability, Mutuality, Excellence, Respect, Integrity, Teamwork and Stewardship.
2. Provides exemplary customer service by adhering to established customer service standards; provides accurate and timely responses to all customers, both internal and external; handles all complaints in accordance with defined procedures.
3. Responsible for independently and proactively maintaining an advanced level of knowledge and skills of all digital banking applications. This includes maintaining an in-depth understanding of the various digital banking applications and how they interface with the various systems used including the core operating system. Proactively serves as an internal expert and resource to new and less experienced staff for questions, guidance and training as needed.
4. Serves as the primary system administrator for one or more of the digital banking applications.
5. Performs a variety of duties related to digital banking applications including but not limited to reviewing new online banking and bill pay enrollments, performing online banking maintenance, and reviewing mobile deposits, transaction exceptions, and online account opening applications. Performs assigned research as needed.
6. Responsible for performing various functions related to commercial cash management services, which may include establishing company administrators and services in accordance with cash management agreements (ACH/Wire/Positive Pay/etc), and issuing and tracking security tokens.
7. Independently keeps abreast of system updates and enhancements. Communicates changes to digital banking department as applicable. Facilitates software updates and related testing and validation. Proactively ensures that system functionality is utilized effectively.
8. Actively participates in the delivery of new digital banking services by participating in committees and testing new services as needed. Provides training to commercial cash management customers on new services as needed.
9. Independently performs higher level research, analysis and problem resolution activities. Works with vendors to ensure outstanding issues are resolved timely. Makes informed recommendations to management to effectively address issues.
10. Works with Management and the Fraud Department to reduce exposure related to digital banking fraud.
11. Prepares various reports for use by Management, Board, Investment Committee and Regulators.
12. Participates in related audits by preparing audit documents as requested.
13. Participates in the development of department procedures. Analyzes processes to maximize efficiencies within the department.
14. Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position. Maintains knowledge of and ensures compliance with Federal and State banking regulations and adheres to all policies and procedures.
15. Performs other duties as requested.
MINIMUM PHYSICAL REQUIREMENTS
Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards with moderate level of noise. Minimal physical effort required. Normally seated with the freedom of movement on a regular basis with occasional lifting of materials and supplies weighing up to 30 pounds.
DESIRED EDUCATION
High School or GED
DESIRED JOB EXPERIENCE
5+ years of current experience with digital banking applications and services. Experience performing advanced level digital banking activities to include system administration, working in an expert capacity, implementing new digital services and facilitating system upgrades. Demonstrated success at being self-directed with independent ability to translate assignments into plans and actions. Experience performing high level research, analysis and issue resolution, including those related to system interfaces. Proven strong customer service and communication skills, both verbal and written. Experience working with digital banking and core operating systems is desired. Q2 online banking and Jack Henry SilverLake are preferred.
OTHER QUALIFICATIONS
Ability to independently manage multiple priorities and adapt to changing circumstances. Must possess strong collaboration, analytical and problem solving skills; proficiency with digital banking products and services including a high level of accuracy; ability to work with significant amounts of data and calculations, including the accurate processing of data within and between various system applications. Advanced experience using MS Word, Outlook and Excel, including advanced formula and document design abilities. Must possess the ability to work independently as well as actively participate in team projects and initiatives.
CERTIFICATIONS REQUIRED
Satisfactorily complete and maintain internal digital banking products training program established for position level.
COMPANY OVERVIEW
We believe in building genuine partnerships that encompass top of the line customer service delivered by a culture of teamwork, integrity and excellence. We take pride in the communities that we serve!
We are dedicated to providing challenging and rewarding career opportunities for our employees across the state. If you are looking for an opportunity to be part of an award winning team, we are interested in speaking with you!
We are an Equal Opportunity Employer. This includes veterans and individuals with disabilities.