Digital Channels Coordinator

City National Bank of Florida•Coral Gables, FL

18h

About The Position

The Digital Channels Coordinator works independently and performs various functions across the Digital Payments and Digital Banking operating units. Principal duties and responsibilities will be set based on the primary unit assignment and department requirements. This position requires adherence to department guidelines, policies, procedures, and regulatory requirements while maintaining a high level of quality, timeliness, and client service. The role involves exercising discretion and independent judgment, and requires cross-training across operating units. Both operating units provide full client support for all issues and products under the Digital Channels department's responsibility, with primary duties needing to be completed within established SLAs and adhering to policies and procedures.

Requirements

Minimum 2 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.

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.
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.