Business Services Implementation Specialist

Orrstown Bank•Harrisburg, PA

About The Position

Proactively engage business clients and guide them through activation and successful adoption of our Online Banking and Treasury/Cash Management services. This role owns the client journey from welcome call through first successful transactions, ensuring all users are set up correctly, trained, and confident using key features such as ACH, wire transfers, Positive Pay, Remote Deposit Capture (RDC), entitlements & approvals, alerts, and security controls. Complete enrollment and ongoing maintenance of business services and other treasury management solutions. Provide day-to-day support for Treasury Management clients by handling inbound calls related to account maintenance, product inquiries, and service support.

Requirements

Associate’s degree preferred or relevant experience considered in lieu of degree - minimum of 2 to 4 years with an outbound call center, client onboarding, treasury/cash management, or business banking operations.
Excellent verbal and written communication and interpersonal relations skills required to be able to deliver clear training to non-technical business users and administrators.
Incumbent must have attention to detail and be able to effectively analyze data to assist with troubleshooting and problem solving.
Thorough working knowledge of business and treasury management products and services required.
Strong documentation discipline; adherence to bank policies, NACHA, and security protocols.
Must be able to manage multiple priorities in a fast-paced environment.

Nice To Haves

Experience with Treasury Management services or Digital Banking set up and maintenance is preferred.
Familiarity with business Online Banking portals and Treasury/Cash Management services (ACH, wires, RDC, Positive Pay).
Understanding of approval workflows, user entitlements, and fraud controls.
Comfort navigating admin portals, tokens/MFA, template setups, CSV/NACHA files, and browser/network troubleshooting.

Responsibilities

Lead guided walkthroughs for Online Banking and Cash Management portals: user creation, entitlements, approval workflows, secure tokens, dual-control, alerts, and reporting.
Assist clients in enrolling and configuring services for ACH origination, wires, RDC, Positive Pay/Payee Positive Pay, stop payments, sweeps, transfers, and balance & activity reporting.
Provide training tailored to client profiles (administrators vs. users), including security best practices and fraud prevention (e.g., out-of-band authentication, approval tiers, segregation of duties).
Follow NACHA guidelines for ACH training readiness, wire security protocols, and bank policy on multi-factor authentication and token management.
Provide day-to-day support for Treasury Management clients by handling inbound calls related to account maintenance, product inquiries, and service support.
Complete enrollment and ongoing maintenance of business services, including online banking, mobile deposit, remote deposit capture, positive pay, wires, ACH, and other treasury management solutions.
Collaborate with Commercial Bankers and Treasury Management Sales teams to onboard new business relationships.
Implement, modify, or update accounts, products, and services within internal systems.
Perform verification and comparison of implemented accounts, products, and services against client agreements.
Ensure accuracy and compliance with bank standards.
Work closely with Treasury Management Sales, Electronic Services, and Business Support as required, to maintain existing client accounts, products, and services.
Provide support in completing the annual risk reviews of all Treasury Management clients.
Stay current with emerging technologies; recommend and assist with project implementations.
Participate in product testing for business continuity planning, system upgrades, patches, and conversions.
Document findings, assist in issue resolution, and ensure corrective actions are completed.
Serve as a liaison across departments to ensure smooth information flow.
Respond promptly to inquiries from clients and internal teams.
Attend regular coaching sessions to support performance improvement and professional development.
Communicate across the organization regarding issues, products, services; participate in conferences, seminars and user groups as required; respond to inquiries relating to the particular area and requests from customers, other Bank personnel, etc., within given time frames and established policy.
Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the workplace; support risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.
Regular and predictable attendance; perform other duties as assigned or directed.