Business Services Implementation Specialist

Job Description

Job Description

Proactively engage business clients and guide them through activation and successful adoption of our Online Banking and Treasury/Cash Management services. This role owns the client journey from welcome call through first successful transactions, ensuring all users are set up correctly, trained, and confident using key features such as ACH, wire transfers, Positive Pay, Remote Deposit Capture (RDC), entitlements & approvals, alerts, and security controls. Complete enrollment and ongoing maintenance of business services and other treasury management solutions. Provide day-to-day support for Treasury Management clients by handling inbound calls related to account maintenance, product inquiries, and service support.

QUALIFICATIONS:

• Associate’s degree preferred or relevant experience considered in lieu of degree - minimum of 2 to 4 years with an outbound call center, client onboarding, treasury/cash management, or business banking operations. Experience with Treasury Management services or Digital Banking set up and maintenance is preferred. Familiarity with business Online Banking portals and Treasury/Cash Management services (ACH, wires, RDC, Positive Pay). Understanding of approval workflows, user entitlements, and fraud controls. Comfort navigating admin portals, tokens/MFA, template setups, CSV/NACHA files, and browser/network troubleshooting.
• Excellent verbal and written communication and interpersonal relations skills required to be able to deliver clear training to non-technical business users and administrators. Incumbent must have attention to detail and be able to effectively analyze data to assist with troubleshooting and problem solving. Thorough working knowledge of business and treasury management products and services required. Strong documentation discipline; adherence to bank policies, NACHA, and security protocols. Must be able to manage multiple priorities in a fast-paced environment.

CORE COMPETENCIES:

• Career Development :  Proactively prepares and actively participates in ongoing, candid, constructive monthly coaching sessions with supervisor.  Seeks advancement into challenging and developmental roles and assignments.  Sets and meets clear, measurable goals.
• Communicates Effectively :  Demonstrates the ability to effectively communicate with all employees and clients, regardless of level.  Communicates clearly, concisely, with candor and confidence.  Writes, speaks, and listens to disseminate and receive information effectively and accurately.  Seeks to understand the viewpoints of others.  Keeps others informed in a timely manner.
• Focuses on the Client :  Anticipates and identifies internal and external client needs.  Takes action to meet and, where possible, exceed client expectations.  Plans and organizes work effectively to facilitate responsiveness to client and meet deadlines.
• Judgment :  Demonstrates sound reasoning and well-balanced thinking.  Balances the need for action with the need for analysis.  Incorporates strategic thinking skills into practice by examining facts.  Shows an ability to problem solve complex issues.   Probes beyond symptoms to determine the underlying cause.  Learns from and accepts responsibility from mistakes.
• Teamwork :  Demonstrates the ability to enhance the department and Orrstown Banks development through participation.  Holds self and others accountable for exceeding departmental and corporate goals.  Develops strong working relationships throughout the organization.  Appropriately voices opinions, even if they are contrary to the consensus of the team.  Initiates and develops positive working relationships with others in a way that builds bridges across boundaries and breaks down silos.  Relates to others in an open and accepting manner that creates trust, respect, and a collaborative environment.

ESSENTIAL DUTIES:

• Lead guided walkthroughs for Online Banking and Cash Management portals: user creation, entitlements, approval workflows, secure tokens, dual-control, alerts, and reporting. Assist clients in enrolling and configuring services for ACH origination, wires, RDC, Positive Pay/Payee Positive Pay, stop payments, sweeps, transfers, and balance & activity reporting. Provide training tailored to client profiles (administrators vs. users), including security best practices and fraud prevention (e.g., out-of-band authentication, approval tiers, segregation of duties). Follow NACHA guidelines for ACH training readiness, wire security protocols, and bank policy on multi-factor authentication and token management. Provide day-to-day support for Treasury Management clients by handling inbound calls related to account maintenance, product inquiries, and service support.
• Complete enrollment and ongoing maintenance of business services, including online banking, mobile deposit, remote deposit capture, positive pay, wires, ACH, and other treasury management solutions. Collaborate with Commercial Bankers and Treasury Management Sales teams to onboard new business relationships. Implement, modify, or update accounts, products, and services within internal systems. Perform verification and comparison of implemented accounts, products, and services against client agreements. Ensure accuracy and compliance with bank standards. Work closely with Treasury Management Sales, Electronic Services, and Business Support as required, to maintain existing client accounts, products, and services. Provide support in completing the annual risk reviews of all Treasury Management clients. 
• Stay current with emerging technologies; recommend and assist with project implementations. Participate in product testing for business continuity planning, system upgrades, patches, and conversions. Document findings, assist in issue resolution, and ensure corrective actions are completed.
• Serve as a liaison across departments to ensure smooth information flow. Respond promptly to inquiries from clients and internal teams. Attend regular coaching sessions to support performance improvement and professional development. Communicate across the organization regarding issues, products, services; participate in conferences, seminars and user groups as required; respond to inquiries relating to the particular area and requests from customers, other Bank personnel, etc., within given time frames and established policy.

With our family company culture and great benefits, our employees love to call Orrstown Bank home - and so will you. We are dedicated to providing the quality service that makes our clients and the communities we serve successful. Working for Orrstown Bank provides opportunities to learn, grow, and thrive where your contributions are recognized. We welcome people with a heart for personal service, strong core values, and integrity to join a team that believes their employees make a difference every day.

Company Description

With our family company culture and great benefits, our employees love to call Orrstown Bank home - and so will you. We are dedicated to providing the quality service that makes our clients and the communities we serve successful. Working for Orrstown Bank provides opportunities to learn, grow, and thrive where your contributions are recognized. We welcome people with a heart for personal service, strong core values, and integrity to join a team that believes their employees make a difference every day.\r\n\r\nOrrstown Bank remains an independent, locally owned community bank. We continue to strive for the very best in personal service with a complete range of services to enhance our client's financial needs.