E COMMERCE SPECIALIST

POSITION TITLE: E-Commerce Specialist

DEPARTMENT: E-Commerce

LEVEL: 104

Function:

Under the general supervision of the E-Commerce & Fintech Officer, performs a variety of E-Commerce related duties, including file maintenance review for the department and basic support of Online Banking and ATM/Debit Card customers.

The ability to excel and adapt quickly, in a fluid environment. Products and services in ecommerce are constantly being added and evolving.

Duties:

1. Performs daily review of all E-Commerce and Branch file maintenance electronically.

1. Responds to customer inquiries submitted through the website and via email. Answers a high volume of phone calls per day and is responsible for live chat sessions.

1. Provides support and research assistance to internal and external customers as it pertains to all related electronic services. Will contact customers regarding wires that are returned or that generate an alert through Verafin.

1. Processes card disputes relating to Reg E. These include the various claims covered under the Regulation and must adhere to the timeframes and the specifications of the Reg. Cases are entered in FinSer and adjustments are sent through FiServ.

1. Responsible for the setup of RDC for business customers and the ongoing customer support for this service. Responsible for the review of checks deposited using our Mobile App on both consumer and business.

1. Assists the E-Commerce & Fintech Officer in making recommendations to improve workflow and in writing procedures, including updates and changes.

1. Assists in preparing appropriate reports and documents as may be required for audits and examinations.

1. Assists in the coordination of record retention items.

1. Reviews updates to daily settlement and general ledger reports. Clears outstanding items on the gl and submits charge offs as instructed.

1. Maintains adequate knowledge of all systems used within the Department. This includes but is not limited to Verafin, Ibanking, ACH Manager, OFLOWS, NCR, FiServ, Customer Service Tool, Card @ Once, Vertifi, Trusteer, Partner Care, FinSer and Teleconnect.

1. Embraces the Bank's commitment to SalesForce by seeking and recognizing opportunities to refer new business to different areas of the Bank, Partners Insurance Group, Plimoth Investment Advisors, and BayCoast Mortgage.

1. Assumes additional responsibilities as requested.

Knowledge/Skills/Experience Requirements:

Wide range of E-Commerce knowledge and proficient use of the COCC system. Ability to research and resolve problems independently. Very detailed oriented and ability to multi task. Excellent communication skills, both verbal and written, in dealing effectively with customers and third party vendors. Knowledge of Microsoft Office products, including Excel and Word. Adaptability for changes in both the work place and regulations.

Equipment Used:

General office/bank equipment. Frequent use of computer and telephone.

Physical/Work Condition Requirements:

In the performance of respective task and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by case basis. While performing duties the employee is required to sit, talk, hear, lift up to 20 lbs., and may be required to work evenings and/or weekends, attend remote meeting and/or travel.