Overview
The Senior Payment Operations Assistant supports several of the Bank's critical functions and is required to work in a fast-paced environment processing high-risk transactions at a high volume and dollar amount. The role focuses on providing exceptional service to consumer and business customers through direct customer contact, administrative activities, and transaction processing related to various digital payment systems and services. The Senior Payment Operations Assistant is expected to be highly proficient in resolving problems, aid in the resolution of complicated customer issues, understand and explain various digital payment systems and services (included but not limited to ATM, ACH, Wire Transfers, Internal Transfers, Check and Statement Processing), identify customer needs, and recommend appropriate solutions. Assists in the training of staff and serves as a subject matter expert providing internal support for other customer-facing areas such as Community Banking and Cash Management, as well as customer support areas including Loan Servicing and Payment Systems. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers and co-workers.
Responsibilities
Effectively communicate and assist internal and external customers in a professional manner, identify their needs, provide information, and resolve complex issues via telephone and electronic means in a fast-paced environment that requires accuracy, multi-tasking, and strong attention to detail.
Manage time and priorities effectively, while being mindful of tasks assigned to teammates and availability of resources, in order to meet department SLAs.
Navigate multiple computer applications while simultaneously interacting with customers and/or completing administrative activities.
Report system issues in a timely manner to ensure resources are assigned and to minimize negative customer impact.
Meet stated expectations for all call related statistics including, but not limited to, Answer Rate, Call Monitors and Ready status.
Identify and report confirmed or suspected fraud occurrences. Maintain awareness of fraud engineering threats and ways to protect customers and the Bank.
Protect customer information by following department and Bank Information Security Policies and Procedures. Comply with all applicable regulatory, Bank, and department practices and procedures.
Process all tasks related to the movement of incoming and outgoing electronic files. Ensure accurate movement of files across multiple systems necessary for proper completion and processing.
Review all unposted electronic items to determine if item can be posted. Research account details and contact other departments as needed.
Process all tasks related to establishing new ACH Originators, Wire Transfer Agreements, and ATM/Debit Card, Mobile, and Merchant setups, and Positive Pay including any modifications to existing records. Review forms for completeness and validate the requestor’s authority by reviewing supporting documentation. Accurately perform system maintenance.
Act on all wire transfer requests received. Verify identity of initiator (including proper signatures), confirm wire details, and accurately enter wire details into wire transfer system.
Verify all wire details have been entered accurately into the wire transfer system by comparing the information from the source document.
Ensure all ATMs, Branch, ACH, Wires, Mobile and Merchant items and other electronic files are settled, reconciled, reported, and completed daily. Resolve out-of-balance conditions and make adjustments as necessary.
Ensure death notifications & reclamations received are processed timely. Perform necessary research to identify and accurately return the specified payments. Place lockout flags on accounts when needed, and send customer correspondence.
Process all transactions accurately to customer accounts and the general ledger.
Refer sales opportunities to other departments or bank affiliates in support of established objectives.
Identify and recommend process improvements and ways to increase efficiencies.
Represent the Bank through active participation in community and industry organizations and events and promote the business interest of the Bank.
Perform related and unrelated duties as may be required.
Requirements
Education
High School Diploma is required
Some college
Work Experience
1-3 years years experience in banking or financial services is required
Knowledge, Skills, and Abilities
Must possess at least intermediate technology skills, including knowledge of MS Office. Proficiency with navigating multiple monitors, browser sessions, and applications simultaneously.
Must be self-motivated and work well in a team. Ability to be successful in a fast-paced environment, have appropriate sense of urgency, and commitment to provide high level of customer service.
Must possess effective oral and written communication skills and demonstrate organizational skills.
Must use available resources and critical thinking skills to solve problems.
Strong attention to detail required.
This position is eligible for hybrid remote work.
Must be able to work extended hours, weekends and some holidays.
Expected Pay Range
From: $41,097 To: $62,682 The pay range is the salary we in good faith expect to pay for this role at the time of posting. Actual compensation paid may fluctuate higher or lower than the posted range and the range may be modified in the future due to several factors including, but not limited to, relevant experience, certifications, and qualifications, internal equity, adjustments to the requirements and responsibilities of the job, business needs, and economic and market data.
EEO Statement
Middlesex Savings Bank is an Equal Opportunity Employer/protected Veterans/Individuals with Disabilities