Online Banking Support Specialist

About Anchor Bank

Anchor Bank, N.A., has been helping Minnesota customers achieve financial
success, one relationship at a time, since 1967. Always privately-held and
family-owned, Anchor Bank has achieved its place as one of the largest community banks in
Minnesota through a solid dedication to integrity,
excellence, and commitment to its customers, its employees, and the communities
it serves.

Our core values can be summarized as follows:

Do the right thing.

(Be) driven to deliver.

(Have a) collaborative spirit.

(Demonstrate) a commitment to serving our customers, employees,
community and shareholders.

And critical to our success is attracting the right people.

Summary:

Under general supervision of the Online Banking Supervisor, the Online Banking Support Specialist is responsible for performing operational duties relating to Online Banking, Cash Management products and services and Wire transfers. Assists the Online Banking Supervisor as directed; provides a full range of professional, technical and general support to customers and Bank personnel. This position is responsible for Online banking setups, Cash Management product set up, assists customers and bank personnel with telephone and email inquiry support, as well as delivery, use and ongoing support of online banking and cash management products. Assists with audits, examinations, product upgrades, enhancements and releases. Performs a variety of routine daily tasks; reviews and prepares reports, prepares written correspondence; and participates in department projects as assigned.

As a representative of Anchor Bank, this position, along with all others, is expected to adhere to high ethical standards and practices and to conduct him- or herself in accordance with Anchor Bank’s policies and procedures. In addition, he or she is responsible for managing the risks inherent in Anchor’s business over which control can be exercised. All employees are responsible for reporting any improper activities or risks they become aware of.

Essential Duties and Responsibilities:

Customer Service

• Excellent written and verbal communication skills with ability to communicate effectively with internal and external customers
• Maintains a positive culture with the department for exceptional customer relations and service for internal and external customers alike
• Continually seeks opportunities for improvement in supporting our customers
• Adheres to service standards for the Online Support Department to ensure accurate information is communicated to our customers
• Demonstrates ability to solve problems and exercise good judgement

Online Banking and Wire Processing Professional, Technical and General Support

• Provides superior telephone and email support to AnchorLink & Anchor Remote banking customers and staff

• Responsible for customer product setup
• Provides product training to internal and external customers on features and benefits of AnchorLink and Anchor Remote products and services
• Assists with the review and maintenance of all internal operating procedures
• Assists with completing wire transfer requests
• Have a moderate understanding of cash management products and services such as ACH Origination, Wire Transfers, Remote Deposit, Positive Pay, ACH Filter, EDI, Lockbox, Account Recon and Mobile Banking.
• Provides day to day online banking and cash management product support to customers and bank personnel by assisting with issues and technical difficulties

Other Responsibilities

• Performs other daily tasks as assigned
• Provides back-up for other personnel as needed
• Works rotating Saturday schedule
• Strong organizational skills
• Knowledgeable with Microsoft Office, including Excel and Word
• Knowledgeable with applicable banking regulations, policies and procedures

Qualifications:

Education and Experience

• Bachelor’s degree in accounting, finance, economics or business-related field preferred or the equivalent years of banking experience
• 2 – 3 years of online banking and/or cash management experience preferred
• Cash Management experience a plus

Competency Requirements

• Business Acumen – Basic understanding of and ability to apply general business and financial concepts, basic understanding of the business, general product knowledge and ability to understand and navigate the social and/or political dynamics within the organization.
• Communication – Clear, effective, and focused written, verbal, and non-verbal communication skills; solid listening skills; ability to effectively persuade and influence others.
• Decision Making/Problem Solving – Ability to make good quality decisions in a timely and decisive manner and systematically evaluate alternatives.
• Internal Customer Engagement – Displays customer focus and responsiveness, builds and maintains relationships effectively, seeks and anticipates customer needs, exceeds customer expectations.
• Self-Management – Strong time management, work prioritization, and organizational skills; detailed oriented; ability to clearly define objectives, set personal goals, and monitor progress; displays self-motivation; actively seeks feedback and adapts behavior.
• Functional Expertise – Has the functional and technical knowledge, skills, and abilities to be effective in the role and demonstrates commitment to continuously learn and improve these skills; seeks assignments and roles that expand or improve functional abilities; ability to perform work at a high level of volume without sacrificing quality.

Other Knowledge, Skills, and Abilities

• Strong organizational skills and ability to prioritize
• Ability to work in a fast paced team environment
• Knowledge of Jack Henry
• Proficient in Microsoft Office Products such as Word and Excel
• Accurate ten key skills using a calculator or PC for addition, subtraction and account balancing

Equal Opportunity/Affirmative Action Employer