Business Banking Support Associate

Position Summary

This position is responsible for: (a) Providing business customers with exceptional support on business banking products and services; (b) Collaborating with internal Bank teams to cross-sell and demonstrate the Bank’s business deposit products and services to existing and prospective customers; (c) Supporting the deposit account opening and maintenance needs of business customers; and (d) Managing the day-to-day customer service needs of the Bank’s existing business banking customers.

Maintain thorough understanding of current Kennebec Savings Bank business products and services. Escalate or refer complicated questions to management and vendors as needed.

• Business banking products:
  Serve as the Bank’s expert on the suite of electronic banking and payments-related products and services for business (for example: digital banking, Bill Payment, ACH origination, wire origination, business debit and credit cards, ACH and check positive pay, remote deposit capture, insured cash sweep and CDARS, lockbox processing, and merchant processing). Fully understand all business banking systems and serve as a proficient technical resource to communicate features, benefits and use to Bank staff and customers.
  
  Perform and assist with the onboarding of business account services for new and existing business customers. Ensure proper configuration, troubleshoot issues, and communicate with customers to resolve challenges.
• Electronic file handling:
  Process all incoming and outgoing ACH files, positive pay output files, end-of-month billing, and ACH returns and notifications of change. Strictly follow established time frames for the posting of incoming ACH files as well as the review and release of all customer-originated outgoing ACH files to the Federal Reserve. Ensure the integrity of outgoing ACH files by reviewing exceptions and red flags.
• Implementation and testing of products and services:
  Serve as a member of a testing team for enhancements and releases to business banking solutions. Communicate important updates and changes internally and externally. Assist with the evaluation, implementation, and ongoing support of new or updated business banking products and services to meet business customer needs and support Bank strategic objectives.

Coordinate with and assist Bank business account managers, business and commercial lenders, branch managers and business development staff to provide demonstrations of business banking products and services for existing and prospective customers. Collaborate to fully understand customer needs and assist in the development of effective business account proposals.

Work closely with the Bank’s operations teams and third-party vendors as appropriate. Provide input on the design, modification and implementation of business account products, services and processes. Assist with the installation and troubleshooting of business banking equipment according to established procedures.

Provide account services to Bank customers when needed. Appropriately and accurately open or refer new accounts. Submit applications for ATM, debit, and credit cards following established Bank policies and procedures. Perform general account maintenance as necessary to support business banking. Comply with all Bank and branch policies and procedures concerning customer accounts. Follow-up with customers regarding missing documentation.

Maintain business account, card and services set ups, signers, users, roles, permissions, and agreements. Respond to business customer and Bank employee inquiries concerning business products, services, or account status. Ensure the Bank maintains strong and positive relationships with its business customers. Act as the primary resource to customers for all their business product and service questions, concerns, or needs. Communicate via telephone, virtually, email, mail or in person with an emphasis on being of service and value to the customer.

Gain an understanding of each customer’s needs and…