Homeowners Association Relationship Bankers serve as the primary, single point of contact for homeowner association and community management business customers and provide full service account support and maintenance. The Bankers provide customers with a variety of services including account setup, treasury management & online banking support, ACH file assistance and error resolution, positive pay and bill pay file set up & access, as well as assisting customers with remote check scanner setup & troubleshooting. The Bankers work closely with the Lockbox processing team to ensure that validation files are created in the proper formats, payment errors are resolved in a timely manner, and on-line payment issues are processed appropriately. The Bankers also work closely with business development officers to ensure that all customer questions and issues are resolved in a timely manner. Their work is heavily focused on facilitating smooth implementation and providing ongoing account maintenance and problem resolution.
The Bankers serve customers of various sizes and are usually responsible for handling a portfolio of clients with total deposits of $30-$100 million.
Staff hired in Banker II positions typically manage a portfolio of up to $100 million in deposits and handle a group of moderately complex to complex client accounts. They are more experienced in HOA banking than a Banker I, staff in the Banker II role are able to perform their duties with greater discretion and require little to no supervision in their portfolio management activities. They often assist the HOA Operations Managers with training their Banker I co-workers.
Performs a variety of customer support activities including opening and closing corporate and agent related accounts, processes NSF and overdraft alerts, holds and stop payments, processing general ledger entries, non-posts, adjustments, ACH returns, large item review, electronic A/R file research, CIP and audit controls, callback, bank account reconciliation, and Corporate Online Banking set-up. Also performs account analysis regarding service charges, average daily balances, account performance and growth, etc.
Provides clients with post implementation and training support. Assists in special projects and tasks such as Internet Banking conversions. Troubleshoots hardware/software problems related to check scanner, remote deposit and Treasury Management products and functions. Works closely with the Business Development Officers to ensure that all client questions/issues are resolved in a timely and satisfactory manner.
Makes decisions regarding the satisfaction of audit requirements when opening new accounts; assesses compliance of audit regulation; verify documentation for CIP certification approval.
Monitors and responds to daily account receivable files generated by Lockbox team. Researches and resolves adjustment items created by missing items, extra items, encoding errors, listing errors, misreads, etc., originating from a variety of areas.
High school degree required plus 2 or more years of experience in retail branch banking operations and/or banking call center experience or Bachelor’s degree; Banker II positions require a high school degree plus 4 or more years of experience in retail branch banking operations and/or banking call center experience or Bachelor’s degree plus 2 or more years of experience in retail branch banking operations and/or banking call center experience.
Basic to intermediate knowledge of branch banking operation and payment center activities, terminology and products, services, and processes; Banker II candidates possess intermediate to advanced understanding of these same products, processes, and services, including specific knowledge of products, services, and processes related to Homeowners Association customer accounts.
Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write correspondence, and speak clearly to customers. Ability to professionally respond to customer complaints and urgent requests.
Intermediate to advanced skills in computer terminal and personal computer operation; mainframe computer (ITI) system; word processing, spreadsheet and account opening software programs (e.g., Microsoft Word and Excel, Outlook, etc.).