*This position may be available in our Batavia, NY, Hudson Valley, NY, and Wyomissing, PA office locations*

This position is responsible for supporting all Tompkins Cash Management and Digital Banking solutions. Provides Tier II support and troubleshooting to both internal and external customers for the retail and business digital banking platforms and cash management solutions. Onboards new customers and provides maintenance support to existing customers. Researches complex issues and escalates to Digital Banking Supervisor and/or Third-party Technology Partner when necessary. This position (through the focus of two activities – Onboarding and Support) performs the duties of both a Cash Management Support Specialist and a Digital Banking Support Specialist.

Primary Responsibilities:

General Functions:

• Maintains a working knowledge of Microsoft Word, Excel, PowerPoint, Quickbooks, Quicken, all internet browsers, smart phones, and tablets.
• Maintain a working knowledge of Treasury Management tools and services from both an end-user and operational perspective.
• Maintains a thorough working knowledge of the Tompkins Retail and Business digital banking platforms and all available services from both an end-user and technical perspective.
• Answers incoming phone calls, emails, secure messages, and chats related to all cash management and digital banking solutions.
• Assists with testing, implementing, and maintaining new features and enhancements.
• Assists with conversion related activities
• Supports digital banking initiatives to attain desired account growth, service quality, and profit objectives.
• Consults with employees to acquaint them with the functions and capabilities of Digital Banking.
• Collaborates with internal departments (i.e. operations, IT, Cash Management Sales, Fraud, Retail, etc.) to report and discuss system issues and product enhancement requests.
• Maintain and improve quality results by adhering to policy and procedure guidelines and recommending improved procedures.
• Track to completion, client issues related to supported solutions.
• Tracks and maintains Remote Deposit activity logs for customer utilization to be used for billing and reporting.
• Assist management with the mailing, processing and communication of billing invoices and entries.
• Responds to audit inquiries and provides requested documentation, assists with ensuring compliance and audit preparation, describes department procedures and controls to auditors.
• Assist with inventory reporting for remote deposit scanners.
• Fulfills orders for new scanners and scanner accessories (powers cords, clearing cards, etc.).
  

Onboarding Activities:

• Performs specialized operational duties associated with all Digital Banking functions.
• Receive and handle incoming calls, emails, secure messages, and chats to fulfill servicing & maintenance requests
• Processes and verifies all digital banking account applications in a timely manner and maintains existing accounts in accordance with department policies and procedures.
• Updates and performs maintenance to various indicators in Bank’s core system.
• Updates and performs maintenance to existing retail and business digital banking customers
• Assists in ensuring that all product delivery and sales through the Digital Banking system are performed in accordance with established policies and procedures, and conform to existing regulations.
• Completes accurate set up of new Cash Management customers to mRDC, RDC, ACH, Wire Transfers, Positive Pay, ACH Positive Pay, ACH Filter, and all other digital banking products.
• Meets designated SLA for handling new setup requests while adhering to departmental procedures and guidelines.
  

Support Activities:

• Possess a strong knowledge and understanding of all Tompkins digital banking and cash management solutions. Ability to understand uses of various solutions available to retail and commercial banking customers. Capable of demonstrating benefits and capabilities of defined solutions.
• Respond to internal and external customer inquiries regarding Digital Banking and Cash Management solutions (including, but not limited to, mobile banking, digital banking, bill pay, eStatements, positive pay, account reconciliation, remittance processing, wires, ACH and RDC) via telephone, email, secure messaging, and chat.
• Research and resolve escalated and complex (Level II) issues and problems relating to digital banking and cash management solutions.
• Communicate with current and prospective customers to discuss the features and benefits of digital banking and cash management solutions.
• Maintains a thorough working knowledge of all Tompkins digital banking products and services.
  

Required Qualifications:

This position is hybrid and will require the employee to be in the office three days a week and work remotely for the remainder of the week.

• High school diploma or equivalent (Associates Degree preferred)
• Minimum of 1-year banking experience is required
• Prior customer service experience
• Acute attention to detail, especially in a fast-paced environment, with documents and working with sensitive data, appearing repetitive in nature
• Must be able to prioritize quickly and maintain organization in a fast-paced environment with multiple specific deadlines throughout the day
• Ability to work with minimal supervision
• Proficient in reading, writing, grammar, typing, various computer programs, mathematical and basic accounting skills
• Exceptional interpersonal skills to work with others
• Previous working knowledge in Silverlake/Jack Henry Products is a highly preferred.
• Must be analytical minded to review information from a variety of sources to draw conclusions and solve problems
• Previous experience working with wire transfers, ACH or direct deposit services
• Previous experience working in a multi-bank or multi-company environment
  

Equal Employment Opportunity/Affirmative Action Employer Tompkins Financial Corporation is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, marital status, family status, gender identity or expression, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.