Commercial Deposit Support Specialist

CLASSIFICATION

Non-exempt

REPORTS TO

Commercial Deposit Support Manager

JOB DESCRIPTION

Summary/Objective

Provides operational and onboarding support for business and commercial customers utilizing electronic banking services. This role serves as a subject-matter resource for ACH and wire origination, Remote Deposit Capture (RDC), and Business and Commercial Online Banking platforms. The position ensures accurate setup, ongoing support, and compliant use of digital deposit services while supporting strong risk management and a high level of customer and banker service.

Essential Functions

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

• Support the onboarding, maintenance, and servicing of Business Online Banking and Commercial Online Banking customers, including user entitlements, account access, and security controls.

• Provide operational support for ACH and wire originators, including:

• Initial setup and validation of origination agreements

• Limits, roles, dual control, and approval workflows

• Maintenance of templates, users, and entitlements

• Resolution of operational issues and inquiries

• Serve as a primary support resource for Remote Deposit Capture (RDC) customers, including:

• Customer setup and equipment coordination

• Deposit troubleshooting and exception resolution

• Deposit corrections, adjustments, and user inquiries

• Partner with Commercial Bankers, Treasury Management, branches, Fraud, Compliance, and Deposit Operations to support efficient onboarding and issue resolution.

• Ensure all onboarding and servicing activities comply with applicable bank policies, NACHA rules, Reg E/Reg CC (as applicable), wire transfer requirements, and internal controls.

• Review documentation for completeness and accuracy, including resolutions, agreements, and customer authorizations.

• Monitor requests for risk indicators and escalate higher-risk activity or exceptions in accordance with established procedures.

• Assist with testing, implementation, and support of system enhancements impacting commercial digital banking services.

• Maintain accurate records and documentation to support audits, regulatory examinations, and quality assurance reviews.

• Contribute to the development and maintenance of procedures, job aids, and training materials related to commercial deposit services.

Other Duties

• Scans/Images and indexes documents as requested/needed.
• Stays informed of relevant compliance laws and regulations. Helps to ensure processes and procedures adhere to compliance laws and regulations.
• Perform other duties as assigned.

Skills/Abilities

• Working knowledge of ACH origination, wire transfer processes, RDC services, and commercial online banking platforms.
• Strong understanding of operational risk, internal controls, and segregation of duties.
• High attention to detail with a demonstrated commitment to accuracy and compliance.
• Strong verbal and written communication skills, with the ability to explain technical concepts to bankers and customers.
• Ability to manage multiple priorities, meet deadlines, and operate effectively in a fast-paced environment.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and opening cabinets. This position requires bending, stooping or standing as necessary.

Travel

Travel may be required for this position.

Education and Experience

• High School Diploma or equivalent required; some college preferred.
• Requires at least one year of banking or financial services experience.
• Relevant deposit operations or customer support experience may be substituted for education, as appropriate.

Equal Employment Opportunity/M/F/disability/protected veteran status

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.