Job Title: Electronic Banking Liaison

Department/Location: Middle Line Operations/Any Location

Primary Supervisor: Assistant Vice President of Electronic Banking

Secondary Supervisor(s): Vice President of Retail Banking

FLSA Classification: Non-Exempt

Salary Grade: $22 - $29 (hourly)

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The Electronic Banking Liaison serves as a key resource in managing and advancing the Banks digital and electronic banking services. This multifaceted role supports both consumer and business clients by delivering reliable, secure, and user-friendly digital experiences across platforms such as online banking, mobile services, debit card operations, Treasury Management solutions, Reg E dispute resolution, and fraud prevention. Operating at the intersection of technology, customer service, and risk management, the E-Banking Liaison is instrumental in ensuring operational efficiency, regulatory compliance, and high levels of customer satisfaction. The role requires strong analytical skills, a proactive mindset, and the ability to work independently while collaborating closely with internal teams, branch staff, and third-party vendors. As digital banking continues to evolve, the E-Banking Liaison is also a strategic partner in driving innovation, supporting staff training, mitigating fraud risk, and contributing to the Banks long-term digital growth and resilience.

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General

Champion the Banks Mission and Values, integrating them into daily operations.

Serve as the subject matter expert for all digital banking services, ensuring availability, integrity, and usability across platforms including Zelle, P2P, external transfers, loan payments, and personal finance tools.

Provide comprehensive support for the Banks debit card program, including issuance, maintenance, fraud detection, and cardholder assistance.

Manage electronic funds transfer (EFT) dispute resolution in accordance with Reg E and other relevant regulations.

Support Treasury Management clients with onboarding, technical troubleshooting, and ongoing platform usage (ACH, Positive Pay, RDC, wires, etc.).

Collaborate cross-functionally to support fraud mitigation, digital enhancements, and service quality.

Other duties as assigned.

Debit Card Support & Fraud Management

Investigate debit card fraud alerts and high-risk activity using internal systems and vendor tools.

Block unauthorized transactions, manage card replacements, and guide customers through fraud recovery.

Manage the end-to-end debit card dispute process including provisional credits and pre-arbitration.

Maintain instant issue card equipment and inventory.

Digital Banking Operations

Provide technical support for Online Banking, Mobile App, Bill Pay, P2P, and external account linking.

Resolve issues related to access, 2FA, synchronization, outages, and service disruptions.

Monitor and maintain compliance with digital platform standards, ADA requirements, and vendor service levels.

Collaborate with vendors to resolve issues and escalate when necessary.

Review and manage digital risk indicators such as failed logins, anomaly detection alerts, and high-risk enrollments.

Mobile Deposit Review & Risk Monitoring

Conduct daily reviews of mobile deposits for compliance and potential fraud.

Reject deposits when necessary and communicate clearly with customers regarding next steps.

Adjust deposit limits based on behavior and risk profile.

Fraud Analysis & Risk Mitigation

Investigate digital and card-based fraud activity, track trends, and develop strategies to reduce exposure.

Collaborate with law enforcement and external institutions in multi-party fraud cases.

Maintain accurate and detailed documentation for all investigations.

Monitor vendor portals and internal reports for suspicious activity.

Treasury Management & Business Banking Support

Onboard and support business clients using TM services, including ACH, wires, and RDC.

Assist with account setup, permissions, Positive Pay configurations, and fraud blocks.

Monitor daily transaction batches and support ACH audit processes.

Internal Support, Training & Documentation

Act as a second-level support liaison for branch staff, offering guidance on complex customer issues.

Develop and deliver internal training resources and process documentation.

Maintain admin site access permissions to minimize insider risk.

Standardize responses and processes through internal knowledge articles and scripts.

Customer Service & Digital Support

Handle inquiries via online banking messages, support forms, shared inboxes, and voicemails.

Assist customers with technical navigation, transaction errors, fraud resolution, and service enrollment.

Process daily reports to identify customer trends and follow-up needs.

Deliver empathetic, knowledgeable support with a strong emphasis on security and privacy.

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Ensure Compliance with all internal controls and established policies and procedures.

Ensure and understand Teller compliance requirements of Bank Secrecy Act (BSA)/Office of Foreign Assets Control Regulations (OFAC); Reporting of Currency Transactions (CTR); Reporting of Suspicious Activity (SAR); Monetary Instrument Log/Customer Identification/Customer Due Diligence (CDD); Anti Money Laundering Regulations; Identity Theft Prevention; Unfair, Deceptive, Abusive Acts or Practices (UDAAP); and Deposit Regulations (Reg CC, E, P).

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Excellent verbal and written communication skills.

Excellent math skills.

Trustworthiness and the ability to act with integrity.

Excellent customer service and interpersonal skills.

Ability to work independently and as part of a team.

Strong organizational and time management skills.

High level of integrity and confidentiality.

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Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)

Comfortable using industry-specific software or tools.

Familiarity with standard office equipment (phones, copiers, scanners)

Ability to learn and apply new technologies or systems quickly.

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High school diploma or equivalent is required.

Previous experience working directly with the public is preferred.

3+ years of experience in banking operations, digital banking support, or fraud prevention preferred.

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Must be able to lift up to 50 pounds at times.

Ability to sit or stand for extended periods.

Must maintain professional appearance and dress code standards.

Willingness to work flexible hours, including evenings or weekends, if required.

Reliable transportation (if travel or multi-location coverage is necessary).

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This position operates in a professional office environment and requires interaction with customers, staff, and leadership. The role may require occasional extended hours and weekend availability, particularly during staffing shortages or peak periods. Please note that there may be required travel to other branch locations.

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Paid time Off

Sick Time Off

Medical, Dental, and Vision

$35,000 Employer Paid Life Insurance Policy

Voluntary Life, STD, LTD, and other supplemental benefit options.

Flexible Spending Account (FSA), Health Savings Account (HSA) Must Enroll into Medical Plan for Eligibility.

401k

Employee Stock Ownership Plan

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Qualifications: Must meet FDIC standards and Bank requirements; must comply with all company policies, including its handbook, and maintain the ability to meet like standards and requirements throughout term of employment.

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Affirmative Action Program / Equal Opportunity Statement: It is the policy of High Country Bank not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, or because he or she is an individual with a disability or disabled veteran, Armed Forces service medal veteran, recently separated veteran, or active duty wartime or campaign badge veteran, or thereinafter referred collectively as "protected veterans." It is also the policy of High Country Bank to take affirmative action to employ and to advance in employment, all persons regardless of their status as individuals with disabilities or protected veterans, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship, at all levels of employment. Furthermore, the company will provide qualified applicants and employees who request an accommodation due to a disability with reasonable accommodations, as required by law.

High Country Bank prohibits harassment of employees and applicants because they are individuals with disabilities or protected veterans. High Country Bank also prohibits retaliation against employees and applicants for filing a complaint, opposing any discriminatory act or practice, assisting or participating in any manner in a review, investigation, or hearing or otherwise seeking to obtain their legal rights under any Federal, State, or local EEO law requiring equal employment opportunity for individuals with disabilities and protected veterans. Prohibited retaliation includes, but is not limited to, harassment, intimidation, threats, coercion or other adverse actions that might dissuade someone from asserting their rights.

As CEO of High Country Bank, I am committed to the principles of affirmative action and equal employment opportunity. In order to ensure dissemination and implementation of equal employment opportunity and affirmative action throughout all levels of the company, Mercedes Jones has been assigned Vice President of Human Resources duties for High Country Bank. One of the Vice President of Human Resources' duties will be to establish and maintain an internal audit and reporting system to allow for effective measurement of High Country Bank's programs.

In furtherance of High Country Bank's policy regarding affirmative action and equal employment opportunity, High Country Bank has developed a written Affirmative Action Program (AAP) which sets forth the policies, practices and procedures that High Country Bank is committed to in order to ensure that its policy of nondiscrimination and affirmative action for qualified individuals with disabilities and qualified protected veterans is accomplished. This AAP is available for inspection by any employee or applicant for employment upon request between 9:00am - 5:00pm at the Human Resources department. Any questions should be directed to me, your supervisor, or Mercedes Jones, Vice President of Human Resources.

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Nicole Stotler

CEO

High Country Bank

July 1, 2025