Client Relations Manager - EFT
Department: EFT Operations 465
Office: The Edges - Sioux Falls, SD
Location: Sioux Falls, SD
Description
Essential Duties and Responsibilities:
Works with the EFT Product Manager to develop a business plan for the development, growth and maintenance of EFT Department within Meta Payment Systems and MetaBank. This position will require a close working relationship with Business Bankers, Cash Management Representatives, Meta Payment Systems Management & CRM’s for the implementation, maintenance and overall support of EFT Clients.
The person will also assist in the development of operational strategies, policies & critical measurements for the following products and services: ACH, Wire Transfer,and Check21 and Cash Management. Will also work with EFT Specialist/CRM in coordinating the setup, maintenance and review of clients within the ACH, Wire Transfer and Cash Management systems. This will include recommendations for such things as Risk Limits and Reserve Account requirements. This will include working with EFT Management to benchmark best practices and implement structure and procedures to manage the Bank’s risk and ensure the delivery of the Bank’s vision, mission, values and services standards in the EFT Department. This should include the utilization of internal controls to identify risk, setting action plans and meeting regulatory compliance.
Participates in the feasibility analysis of new projects and procedures in the best interest of the Bank and the services provided to its customers.
Assists in the development and creation of management reports.
Assists in the development and maintenance of necessary documentation and processes within the Department.
Promote the Bank and its products to current customers and non-customers. Also assist the Director of EFT and Product Manager with business development.
Works with the EFT Operations/CRM in tracking and coordinating the scheduled review of customer relationships with regards to: risk management, risk control and the development of new product and service opportunities.
Demonstrates customer service by managing customer situations, responding promptly to customer needs, soliciting customer feedback for improvement and responding to requests for service and assistance.
Develop and maintain relationships with industry groups and organizations to stay informed of changes in federal and state banking regulations and industry trends.
Works with EFT Specialist/CRM to coordinate the review and processing of test files for EFT Operations.
Actively participates in the bank’s Performance Management System
Participates in the support of after hours servicing of customer needs as assigned.
Participate in meetings, conferences and training seminars as required.
Supervisory Responsibilities: This job has no supervisory responsibilities.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Ability to investigate, analyze information, draw conclusions and make recommendations for improvements.
Knowledge of an ability to interpret bank regulatory compliance, policies and procedures.
Ability to recognize, focus and prioritize critical issues. Flexibility to balance and respond to competing needs within the organization. Must be able to effectively multi-task in order to meet deadlines.
Ability to communicate effectively across a broad base of internal and external customers.
Demonstrated organizational skills.
Strong knowledge of computer systems and changing technology with an eye for automation.
ACH Accreditation (AAP) preferred.
Knowledge of all NACHA operating rules, guidelines and bank regulations.
Knowledge of the prepaid debit card and ATM Markets preferred.
Knowledge of file transmission and encryption methodologies preferred.
Specific Tasks:
Coordination of new customer relationships
Development and maintenance of documentation and procedures
Development and creation of monthly reporting
Coordination of annual client review process.
Coordination of special service requests and invoicing.
Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience.
Language Skills: Ability to read, analyze, and interpret detailed business communications. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills: Ability to work with mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Computer Skills: To perform this job successfully, an individual should have advanced knowledge of: Windows, Microsoft Word, Excel, and Outlook.
Certificates, Licenses, Registrations: None.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
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