Remote Banking Specialist I

Position Summary

The Remote Banking Specialist I performs operational and specialized processing activities within the Remote Banking Department in a multi-bank environment. The position accurately processes remittance payments, supports Lockbox services, resolves customer inquiries, meets established deadlines, and contributes to efficient workflows and customer satisfaction.

Position Goals

• Accurate Remittance Processing: Ensure remittance payments and customer deposits are processed accurately in accordance with customer requirements and company policies.
• Timely Service Delivery: Prioritize workflows and complete processing activities within established customer and bank deadlines.
• Customer Issue Resolution: Research and resolve remittance processing and remote banking inquiries in a timely manner.
• Operational Efficiency: Support reliable workflows, address processing issues, and contribute to improvements that enhance customer satisfaction.
• Risk and Compliance: Perform assigned responsibilities in accordance with applicable laws, regulations, internal controls, and company policies and procedures.

Key Responsibilities

Remittance Processing

• Process remittance payments in accordance with customer requirements and company policies.
• Balance payment types and checks.
• Prepare customer deposits and work for remittance processing equipment.
• Enter payments into remittance processing systems and software.
• Forward completed work to customers.

Workflow and Deadline Management

• Prioritize and manage workflows to meet customer and bank deadlines.
• Maintain efficient workflow processes in a production-driven environment.
• Track and document processing volumes accurately for billing and reporting purposes.

Customer and Team Support

• Research and resolve customer inquiries related to remittance processing and remote banking in a timely manner.
• Provide support to teammates and internal and external customers as needed.
• Assist with training team members when needed.

Operational Support and Improvement

• Assist with troubleshooting, diagnostics, and issue resolution to prevent operational disruptions.
• Review Remote Banking systems and contribute to solution recommendations that enhance customer satisfaction.
• Maintain an adequate inventory of departmental processing supplies.

Compliance and Risk Management

• Comply with all applicable laws, regulations, and company policies and procedures.
• Support risk management practices and adhere to internal controls and regulatory requirements.
• Perform additional duties as assigned.

Key Success Factors  

Communication: Understands others’ perspectives, fosters open discussions, ensures clarity, and provides feedback with empathy.

Customer Focus: Prioritizes customer understanding and feedback to inform decisions, strengthen relationships, and improve the customer experience.

Planning & Results Orientation: Communicates expectations, allocates resources, improves processes, addresses gaps, and contributes through planning, execution, and collaboration.

Problem Solving & Decision Making: Identifies root causes, evaluates risks, uses data, applies the Tompkins decision making model, and recommends sound solutions.

Risk Management: Identifies risks, develops contingency plans, follows policies, and applies lessons learned to maintain continuity.

• High school diploma or GED required; some college coursework preferred.
• Minimum of one year of banking or related experience.
• Strong mathematical and basic accounting skills.
• Proficiency with a 10-key calculator and keyboarding.
• Strong interpersonal, verbal, and written communication skills.
• Demonstrated organizational, multitasking, and problem-solving abilities.
• Ability to meet deadlines in a production-driven environment.
• Proficiency with computer systems and the ability to learn new applications.
• Ability to track and document processing volumes accurately.

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Bank & Trust
• Employee Referrals

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law. 

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