Implementation Specialist Jobs

SUMMARY OF POSITION

The Business Banking Cash Management Relationship and Implementation Specialist has a working knowledge of the products and services designed for business customers and serves as a resource to the Manager of Business Banking Product Services, Development and Implementation and Loan Officers by providing professional, courteous and efficient customer service to the Bank's business customers. The incumbent serves as a technical resource for business customers and Bank colleagues, providing expertise in Business Online Banking, ACH Origination, Positive Pay, Remote Deposit Capture, Wire Transfers, Merchant Services, and related cash management technologies. The position works closely with Relationship Managers, Branch Managers, DSRs, and Retail Banking personnel to identify business banking opportunities, deepen customer relationships, and promote the Bank’s products and services. Responsible for managing sales and referral reporting, proactively identifying opportunities for new business relationships, account expansion, and product penetration among existing and prospective customers. This position serves as a key liaison between Retail Banking and Business Banking, providing consultative support to retail teams and business customers while helping achieve the Bank’s growth and relationship development objectives. Excellent time management, prioritizing, multi-tasking, and communication skills are required in this customer contact position.

PRIMARY RESPONSIBILITIES

Essential Functions

• Partner with Manager of Business Banking-Product Services, Development and Implementation
• Account opening, closing, cash management services onboarding, ongoing servicing of accounts, and merchant services for new and existing clients
• Perform a variety of routine daily tasks; prepare reports and participate in special department projects as requested
• Partner with Relationship Managers, Branch Managers, and Deposit Service Representatives (DSRs) to identify, pursue, and onboard new business banking relationships.
• Actively support business development efforts by assisting in the conversion of prospective business customers and the migration of full operating account relationships to the Bank.
• Develop and maintain strong working relationships with retail banking teams to promote business products and services, identify opportunities, and provide consultative support for business bankers.
• Consult with business customers to evaluate operational and cash management needs, recommend appropriate banking products and services, troubleshoot technical and operational issues, and provide implementation, training, and ongoing support for cash management platforms.
• Develop trusted relationships that promote customer retention, product adoption, and growth of the overall banking relationship.
• Serve as a technical resource for customers and Bank colleagues by troubleshooting software, connectivity, system access, file transmission, and cash management platform issues. Assist customers with setup, implementation, training, and ongoing support for Business Online Banking, ACH Origination, Positive Pay, Remote Deposit Capture, Wire Transfers, Merchant Services, and related products.
• Utilize technical knowledge to diagnose and resolve customer issues related to hardware, software, internet browsers, mobile applications, file imports and exports, and third-party integration platforms. Escalate when appropriate and coordinate resolution with internal and external support teams.
• Proactively manage and utilize assigned referral and sales tracking reports to identify business banking opportunities, coordinate outreach efforts, and document sales activities and outcomes.
• Help in the coordination and support of audits and examinations
• Monitor and work deposit exceptions to ensure all items are resolved within established guidelines
• Meet and exceed customer satisfaction through the successful resolution of customer questions/concerns within given authority
• Additional responsibilities may be assigned in the position

Secondary Functions

• Support branch and retail sales initiatives by providing knowledge, training, and guidance related to business banking services and cash management solutions.
• Contribute to the achievement of departmental growth objectives through referral generation, customer retention, and expansion of existing business relationships.
• Complete required training including regulatory, systems and others as required by the Bank and/or supervisor based on job duties within the requested time periods
• Seek opportunities to support volunteerism in local community events, increase the Bank's outreach and foster new business
• Continually evaluate processes and procedures to effectively use technology for efficiencies and accuracy of the Business Banking team

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS

Education And/or Experience

To perform this job successfully, an individual must be able to perform each essential job requirement satisfactorily and a skills inventory is listed below. A high school diploma or general education degree (GED) is required with related experience and secondary education preferred. Sales experience, business development experience, or experience working directly with business customers is strongly preferred. The successful candidate must possess the ability to identify sales opportunities, develop customer relationships, and effectively promote business banking products and services. Strong consultative selling, relationship management, and customer engagement skills are required. Business Banking knowledge, Business Online Banking, ACH Origination, Remote Deposit Capture, Positive Pay, Wire Transfers, and Mobile Banking is highly preferred. Successful completion of required background checks is required.

Position level will commensurate with knowledge, experience, and education.

Compliance Knowledge

Ability to demonstrate general knowledge of the Bank Secrecy Act/USA Patriot Act, Privacy laws and regulations, as well as any applicable consumer protection laws and regulations.

General knowledge of information security is required. This includes understanding the importance of safekeeping confidential customer information, understanding and acknowledgement of Bank policies in relation to information security, and maintaining safety in the Bank’s network.

Language Skills

Must possess exceptional communication skills including:

• Ability to produce effective communications (e.g. reports, forms, and correspondence).
• Ability to speak effectively and build strong working relationships with colleagues and customers (and potential customers) of the Bank.

Equipment/Tools Skills

The employee must be proficient with standard office equipment.

Computer skills required must be proficient in Microsoft Office products, email, and internet. Prior experience or the ability to learn core transaction systems and any other computer programs pertinent to performing job duties.

Mathematical Skills

Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals. Must have the ability to balance and make mathematical computations with accuracy. Strong attention to detail is required.

Reasoning Ability

Ability to apply common sense understanding to issues and carry out written or oral instructions (both simple and complex). Ability to handle multiple tasks simultaneously.

PHYSICAL DEMANDS

When performing the duties of this job, the employee is frequently required to sit; and to use hands to finger, handle, or touch. The employee may occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT/LOCATION

The noise level in the work environment is low to moderate.

The employee in this position will be required to work in an indoor environment and come in direct contact with staff and customers.

The primary work location for this position is 920 Peach Street, Erie, PA 16501. Regular travel is required to Marquette Savings Bank branch locations throughout Erie and Crawford Counties to support business banking, cash management, implementation, and customer service activities. Travel to business customer locations is also required to conduct consultations, assist with onboarding and implementation, provide training, troubleshoot services, and strengthen customer relationships.

This class specification should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this job. Individuals may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an individual be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the individual when possible.

Marquette Savings Bank is a 119-year-old financial institution headquartered in Erie, PA with branch offices throughout Erie and Crawford Counties. Marquette is an Equal Opportunity Employer, and we actively recruit, and seek to hire, retain, and promote a diverse workforce; we are an equal opportunity employer of protected veterans and individuals with disabilities.