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Overview

Provide technical and administrative support for all Metro City Bank  cash management applications. Maintain adequate knowledge of existing hardware and software in use to maximize efficiency of assisting the customers and branches utilization of them. Provide written documents, which evaluate information on periodic intervals.

 Essential Duties:

• Answer calls to support customers with cash management questions and or issues
• Utilize ticket portal system to resolve and track issues as created by system users
•  Respond to customer questions/issues through our online banking (D1B) systems
• Create and maintain customer access and limits to various systems (D1B, Remote Deposit, Cash Management – ACH, wire)
• Provide computer/network support relating to software & hardware problems reported by users (Cash Management – ACH, wire, Remote Deposit)
• Maintain an adequate level of knowledge of operating system & application software used in order to provide a high level of support to users.
• Participate in team meetings and vendor user group meetings to learn of new products and services.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work. Write software and hardware evaluation and recommendation for management review.
• Communicate with vendors (FIS) to support teams with system issues.
• Assist Sr. Operations Manager and Applications Support Manager with various projects
• Perform all duties in compliance with BSA/AML regulations and requirements
• Monitors and reports suspicious activity to the BSA Officer

Competencies:

Communication

• Greet customers and coworkers in a friendly manner 
• Uses common courtesy when speaking with customers and coworkers 
• Communicates clearly and effectively in writing and speaking 
• Reacts to feedback appropriately
• Able to communicate negative information positively and professionally 

Compliance

• Familiar with the overall BSA/AML regulations and requirements 
• Exhibits adequate knowledge of the following: CIP, Account Risk Assessment, Customer Due Diligence, CTR, OFAC, Cash purchase of monetary instruments, Originating Bank, Beneficiary Bank, TIN, NRA, HIDTA, HIFCA and SAR 
• Exhibits adequate knowledge of the following concepts: placement, layering, and integration 
• Familiar with the reporting requirements pertaining to currency transactions, cash purchase monetary instruments, wire transfers and opening of an account
• Exhibits adequate knowledge of regulations governing consumer laws pertaining to deposits or loans products 
• Knows where and to whom any "suspicious" activity should be reported 

Personal Integrity

• Demonstrates commitment to providing quality service to customers
• Makes commitments that are within the scope of the position
• Accepts responsibility for own work
• Maintains strong commitment to the bank's conduct/accuracy guidelines
• Taking responsibility for a thorough and detailed method of working.

Respect

• Values diversity, differences in experience, backgrounds, and opinions of others 
• Treats all people with dignity and honesty 
• Shows respect and sensitivity for cultural differences
• Respects the confidential nature of information 
• Maintains composure when dealing with the unexpected 

Team Work

• Promotes teamwork with flexibility and cooperation 
• Works in the best interest of their team to achieve overall Bank goals 
• Knows when to ask for help, solicit input from appropriate resources 
• Works effectively and productively with all areas of the Bank 

Customer Focus

• Knowing the (internal and external) customer business needs and acting accordingly;
• Anticipating customer needs
• Giving high priority to customer satisfaction and customer service

Job Knowledge

• Understands policies, procedures, and regulations related to their job description.
• Has the product and operational knowledge needed to do the job.
• Has the technical skills required to do the job and uses technology appropriately.
• Remains current on all Bank communication.

Personal Development

• Continues to develop knowledge of Metro City Bank products, services, and procedures 
• Demonstrates commitment to continuous learning and improvement 
• Remains current on all Compliance courses as assigned 

Education/Additional Training or Certifications:

• Associates degree or equivalent work experience

Knowledge/Experience:

• Minimum 2+ Years work experience in a banking environment
• 2 Years work experience with FIS applications or similar core system
• 2+ Years work experience with online banking/cash management
• Thorough understanding of ACH transactions and NACHA guidelines
• Software skills including Microsoft Excel, Adobe, Outlook, etc

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision.

AAP/EEO Statement:

Metro City Bank is an Equal Employment Opportunity/Affirmative Action Employer with regard to Females, Minorities, Veterans and Disabled Persons

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.