| FLSA: | Exempt | POSITION TITLE: | CX Project Manager L2 | CATEGORY: | Full Time | LOCATION: | Branch | SHIFT: | Mon–Fri; 9:00AM–6:00 PM (shift may vary, some Saturdays may be required, and some overtime may be required) | REPORTS TO: | Director Of Retail

Summary

The position of CX Project Manager L2 is responsible for performing second reviews of retail related processes for accuracy and compliance, as well as scanning and uploading the items into OnBase for retention. Responsible also for providing quality customer service as a backup to the Universal Bankers and New Accounts personnel in all areas of the required job duties.

Essential Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Barcode and scan items into OnBase for retail and lending.

· Performs a second review of Account Maintenance to ensure accuracy and compliance.

· Performs a second review for Disputes to ensure accuracy and compliance.

· Performs a second review for Debit Card Orders to ensure accuracy and compliance.

· Performs a second review for Reg CC Holds to ensure accuracy and compliance.

· Performs a second review for Stop Payments to ensure accuracy and compliance.

· Completing Charge-off Request forms and submitting to the Operations Department

· Mailing Charge-off letters to customers

· Answer Telephones, answer questions and direct to the correct Bank personnel

· Participate in bank training to enhance skill set and meet compliance requirements.

· Non-Exempt - Ability to work your schedule up to 40 hours with little or no overtime and complete tasks assigned.

· Back up for Universal Bankers to include the following:

· Receives retail and commercial checking and savings deposits; determines that all necessary deposit documents are in proper form, verifies cash, and issues receipts.

· Cash checks, savings withdrawals and makes cash advances; confirms all necessary documents are properly authorized, are in proper form and are within authorized limits; uses due diligence to make decisions when questionable items are presented for cashing.

· Operates computer terminal or personal computer to process account activity, determine balances, and resolve problems within given authority.

· Will handle a high volume of inbound calls from assigned call queues and should seek to create a positive experience for each caller. Listen to customers to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

· Issues official checks, money orders, and redeems savings bonds.

· Assists with night depository duties; logs bags, processes deposit, makes change orders, issues receipt and returns bags to customers.

· Uncovers opportunity to cross-sell the Bank’s products and services, referring customers to appropriate staff as indicated.

· Performs safe deposit duties by controlling access and assisting customers.

· Receives and processes stop payment and hold orders.

· Accepts loan and installment payments.

· Balances cash drawer daily, including periodic batching of negotiated checks, and verifies cash being returned to the vault by end of shift.

· Buys and sells currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.

· Periodically batches negotiated checks.

· Provides effective customer experience and assists in resolving problems within given authority.

· Process customer disputes on debit cards, checks, ACH’s and check cashing procedure.

· Responsible for opening and maintaining checking accounts and savings accounts.

· Assists customers with Online Banking inquiries.

· Records, files, updates information, prepares wire transfers and sorts mail or reports as required.

· May gather data and process various reports (e.g., currency transaction, returned items, overdrafts, callbacks, etc.)

· May assists in balancing vault currency and coin.

· May assist in ATM balancing and machine errors.

· Follows all bank policies and procedures by adhering to the Control Binder.

· Order personal and commercial checks, deposit tickets and stamps through the Whit-co website.

· Order debit cards through the Card Issuance website or issue debit cards from the branch Pic station.

· Operate computer terminal and other office machinery to process transactions, count currency, scan signature cards and complete other required tasks as needed.

· Resolve account service issues and respond to client inquiries promptly, professionally, and efficiently.

· Foster teamwork in the branch to ensure a positive overall customer experience and positive work environment.

· Opens personal and business DDA Accounts, CD’s and IRA’s as well as educating the customer and promoting Online Banking, Bill Pay, Direct Deposit, Debit Cards, etc.

· Proactively cross sell clients, engaging in discussions regarding additional products and services provided by the bank and referring the clients to appropriate staff.

· Processes wire transfers.

· Perform duties related to opening and closing the bank as prescribed by supervisor.

· Assist in daily opening and closing of the vault to retrieve night deposits, fulfill cash needs, and balancing.

· Complete and submit necessary compliance-related documentation as needed, i.e., CTR’s,

· Monetary Instrument Sales Logs, and UAR’s

· Regularly assess supply levels of bank tickets, forms and general office supplies making sure there are always sufficient levels to operate the branch. Order necessary supplies if delegated to do so by supervisor.

· Must participate in referral programs and achieve minimal referral expectations for the team and individual goals.

· Must be organized, self-motivated and team player.

· Ability to operate a personal computer.

· Punctuality and good attendance are imperative.

· Cross-sell the Bank's other products and services, referring customers to appropriate staff as indicated.

Minimum Requirements

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Must be able to pass a Teller Test, Customer Service Test, background and credit check.

· High school diploma or general education degree (GED); 1 year of related office experience.

· Basic skills in computer terminal and personal computer operation; word processing and spreadsheet software.

· Excellent social and networking skills to support the community bank image.

· Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, speak clearly to customers and employees.

· Effective Time management skills

· Ability to always maintain confidentiality.

· Ability to work with minimal supervision while performing duties.

· Ability to deal with routine problems involving multiple facets and variables.

· Must follow company policies, all state and federal laws, regulations and guidelines.

· Current driver's license and a vehicle with appropriate insurance coverage if required to drive while performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety to themselves or others.

Environment and Physical Activity

The environment for this position is an open office that is mostly clean and comfortable and includes driving a Bank or personal-owned vehicle approximately 10% of the time which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will.

The incumbent while performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all the following: telephone, copy and fax machines, calculator, computer terminal, personal computer and related printers.

Mental Demands

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.

MEMBER FDIC – EQUAL OPPORTUNITY EMPLOYER

This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other and/or different tasks be performed as assigned.