Senior Online Banking Service Specialist

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Full Time Upland, CA, US

The Senior Online Banking Service Specialist ensures the operational integrity of the Cash Management Implementation & Support Group, maintains compliance with regulatory reporting requirements, and provides exceptional internal client service. This position plays a key role in supporting business development personnel, bankers, the Cash Management Team, and working closely with the Cash Management Service Manager. The Specialist will provide expert guidance on cash management solutions and oversee the setup, ongoing maintenance, and technical support of products such as RDC, Mobile Deposits, ACH, Online Banking, Mobile Banking, Account Analysis, Positive Pay, and others.

The role also includes regularly monitoring and reviewing cash management services to ensure functionality and effectiveness.

• Lead audits and certifications to ensure accuracy and compliance with regulatory standards.
• Monitor operational areas within Cash Management, including multiple annual audits and reviews.
• Provide client support in the Online Banking call center environment, including handling inbound calls, emails, and client service requests promptly, professionally, and accurately.
• Provide guidance and escalation support for complex client and operational issues.
• Maintain a strong sense of urgency and responsiveness while managing client requests and operational responsibilities.
• Perform quality-control reviews, callbacks, dual-control functions, and other established operational controls as assigned.
• Assist with required daily, monthly, quarterly, and annual reports, certifications, audits, Account Analysis responsibilities, Debit Card Mass Re-issue, and other departmental deadlines.
• Identify recurring client issues, system problems, and process-improvement opportunities and report them to the Cash Management Service Manager.
• Maintain knowledge of Online Banking, Cash Management, and Treasury Management products, services, procedures, and operational controls.
• Deliver expert customer service for RDC installations and setup.
• Manage time-sensitive reporting to regulatory agencies and internal departments.
• Support the Cash Management team while maintaining a positive work environment.
• Collaborate closely with the Cash Management Service Manager to address client needs, operational challenges, and ensure the smooth execution of cash management services.
• Share best practices and knowledge with the Cash Management team.
• Participate in Banno Digital Meetup Calls and provide updates in team meetings to stay informed on product and service updates.
• Educate clients and internal teams on Cash Management products, pricing, and risk management.
• Assist the Relationship Banking team with pricing and proposals, identifying opportunities for transition to Cash Management services.
• Partner with the Central Services team to ensure timely and accurate service setups and resolve customer issues.
• Identify opportunities for product improvements and collaborate on new service development.
• Stay current on all Cash Management products and services, including Online Banking, Mobile Banking, RDC, ACH, Positive Pay, and others.
• Ensure compliance with NACHA rules and operating standards.
• Recommend process improvements, focusing on operational efficiency and a paperless environment.
• Manage time and tasks to ensure high levels of client support and achievement of business goals.
• Stay informed about policies, procedures, and relevant regulations.
• Analyze client needs, conduct product demonstrations, and create tailored solutions.
• Perform operational tasks such as report processing, account reconciliation, and armored service deposits.
• Assist in enhancing procedures for both new and existing processes.
• Take on special projects as needed.

• Proven experience in Cash Management or banking operations.
• Strong understanding of Cash Management products such as RDC, Mobile Deposits, ACH, Online Banking, Mobile Banking, Account Analysis, Online Wires, Quick Books, and Positive Pay.
• Experience in client relationship management and exceptional service delivery.
• Ability to collaborate and share knowledge within a team environment.
• Strong communication, organizational, and problem-solving skills.
• Familiarity with NACHA rules and risk management practices.
• High school…