Digital Channels Coordinator

The Digital Channels department is composed of two operating units, Digital Payments and Digital Banking. Each operating unit has a set of responsibilities and functions as set by policies and procedures. The Digital Channels Coordinator works independently and performs various functions across the two operating units. Principal duties & responsibilities will be set based on the primary unit assignment and department requirements. Note: responsibilities/duties will be assigned by direct supervisor and may vary as directed by department management. The Digital Channels Coordinator adheres to department guidelines, policies, procedures and regulatory requirements while maintaining maximum level of quality, timeliness of work and providing optimum client service and satisfaction. This position requires the exercise of discretion and independent judgment, within the scope of the individual's authority, with respect to matters of significance to the Bank. In addition, the role requires that employee cross train across the operating units.

Principal Duties & Responsibilities:

Both operating units provide full client support (internal/external) for all issues/products under the responsibility of the Digital Channels department. Each unit has a set of primary duties that need to be completed within established SLA's while adhering to policies and procedures.
• Digital Payments Unit Principal Duties & Responsibilities :
  • Performs wire callback verification.
  • Works the wire production queues to ensure exception transfers are dispositioned in a timely manner.
  • Works the wire internal ticketing queues.
  • Works the ACH internal ticketing queues.
  • Process ACH files (bank/client files).
  • Works the ACH Non-Post application.
  • Create/edit ACH originator profiles within the ACH application.
  • Performs start-of-day & end-of-day balancing with Federal Reserve, Core, & foreign exchange correspondent.
  • Assist department management with weekly/monthly department reports.
• Digital Banking Unit Principal Duties & Responsibilities:
  • Works the online banking and bill pay enrollment queue.
  • Works the Digital Banking, ATM, MRDC, & CityTel internal ticketing queues.
  • Works the EFT internal ticketing queues.
  • Ensures compliance with Regulation E, Visa and all associated network rules, bank policy & procedures, as they apply to cardholder disputes.
  • Conducts dispute as defined by policy and procedure.
  • Oversee the network and suspense general ledger accounts
  • Completes EFT reports within established deadlines.
  • Completes Online Banking reports within established deadlines.
  • Reviews new business debit cards to ensure card profile was set-up correctly. If applicable, follows up with account officer on new account documentation.
  • Performs research and reconciliation of all closed disputes. Ensures entries to the applicable GL and write-off general account are accurate.
  • Reviews disputes to ensure all investigative steps are taken to minimize loss to the bank and presents all claims greater than $1000.00 or employee an employee to Enterprise Risk Management.
  • Completes department projects as assigned by management.
  • Remains current and ensures regulatory compliance.
  • Reviews compromise cards notifications and follows established policy and procedures.
  • Reports system issues to applicable vendor & escalates to management issues involving potential client impact.
  • Assist department management with weekly/monthly department reports.
  • Assist department in testing and implementation of new products, system upgrades, and enhancements.
  • Troubleshoots online banking, debit cards, bill pay, and MRDC, Citytel, and ATM issues. Escalates unresolved issues to management as needed.
  • Researches complex client/system issues and escalates to management as needed.
  • Troubleshoots debit card related denials having to with card rules. Exempts card rule for authenticated transactions, requested by client/account officer.
  • Identifies efficiencies and recommends and procedural enchantments.

• 5-7 years of experience in Online Banking/Electronic Banking, ACH, or related experience in the Financial Service Industry.
• Excellent verbal and written communication skills including diplomacy and tact.
• Good analytical and problem solving skills.
• Ability to make independent decisions.
• Proficient in Microsoft Word and Excel.
• Ability to sustain high level of confidentiality.
• Must possess excellent written, listening and verbal communication skills.
• Ability to follow oral and written instructions.
• Ability to multi-task and coordinate on-going projects/tasks and to function efficiently in a high volume, fast paced deadline oriented environment.

• High School Diploma or GED equivalent Required.

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.