Business Services Implementation Specialist

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.

Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the workplace; support risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.

Regular and predictable attendance; perform other duties as assigned or directed.

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, use hands and fingers, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee may occasionally lift and/or move up to 10 pounds. Ability to reach destinations within the Orrstown footprint at all times is required. Ability to work and report to the employer’s physical work location(s).

Work Environment:

Work is performed in an office setting with little to moderate exposure to noise, heat, dust, or other adverse factors. Working extended hours may be required as needed. The noise level in the work environment is usually quiet.