The Electronic Banking Officer is responsible for the development, implementation,

enhancement and support of the Bank's Internet banking products and services and
website presence. This includes: online banking transactions, new accounts, consumer
lending, etc.! , automatic teller machine "T#! banking, telephone banking, and all other
related electronic banking activities. Essential $ob %unctions:
& Oversees the dail' operations of all Electronic Banking (epartment functions) & Takes
ownership and ensures timel' response and resolution of customer issues) & "nal'*es
customer usage of electronic resources, works with the #arketing (epartment to increase
usage of electronic banking deliver' channels. "lso works with the IT (epartment to
improve user+friendliness to the degree desired. & pull all electronic deliver' channels
together to provide a total E+branch for customers. & & Takes ownership and is responsible
for the coordination of all electronic deliver' channels together to create an efficient,
functional and user friendl' E+Branch for customers. & #aintains knowledge of internal
and e,ternal resources to mitigate disruption of services to customers) & -ommunicates
recurring or serious issues to .enior #anagement) & /ecommends temporar' work
around and viable solutions to improve customer service and response. & "ssists .enior
#anagement in the development and implementation of new internet banking products
and services) & /eviews e,isting internet banking offerings for enhancements as a result
of business goals, competitive pressures and revenue opportunities. & "s new processes
and s'stems are implemented, trains or coordinates training efforts with the -orporate
Trainer to ensure compan' emplo'ees are trained on proper use and troubleshooting
techni0ues. & -oordinates marketing, implementation and training for the compan'1s
Internet Banking products services and website presence. & Identifies the need for s'stem
updates) procures new vendors) negotiates and administers contracts for the provision of
products and services) & #aintains and provide support for the compan'1s Internet and
Intranet sites. & 2erforms direct supervisor' duties of department staff and coordinates
staff for coverage in all related areas. & Includes developing, marketing, selling,
delivering and servicing bank products and services through electronic s'stems, including
-ompan' website, online banking, "T#s, mobile phones, etc. also encompasses bill
pa'ment, loan and deposit applications, enrollments, transactions, pa'ments, account
aggregation!) & Includes both B3B and B3- commerce) & -ombines business marketing,
sales, banking! skills with knowledge of internet based computer applications) & 4ead
web development that promotes business and sells products) & /elevant e,perience in
information technolog' could be developing applications, working with e+commerce
software programs!)
Job summary:
2rovide high+level customer service and support to consumers, small business customers
and front line branch staff for Electronic Banking .ervices including Online Banking,
#obile Banking, 5eb Bill 2a', Telebanc, e.tatements and "T# (ebit -ards. 5ork
closel' with customers and bank staff to ensure effective communication in the
implementation of services, training of end users, and promotion of the features and
benefits of bank products and services. 2rovide technical support to customers as it
relates to internet access to products and services and industr' practices related to data
securit'.

Principal Responsibilities:
6! -ustomer .ervice

a. 2rovide the highest 0ualit' of internal and e,ternal customer service in accordance to
the Bank of the 2acific1s .ervice 2lus -ulture.
b. .erve as a role model of professionalism, including personal conduct, customer service
efforts and personal appearance.
c. 2erpetuate the .ervice 2lus -ulture b' ensuring 7.ervice 2lus8 standards are
implemented in internal and e,ternal customer dealings.

3! 9as a full knowledge of all electronic banking services and is able to assist internal
and e,ternal customers.
a. "bilit' to e,ecute a timel' referral to the Business Online Banking Team #embers
and:or /egional -ash #anagement /epresentative.

;! /esponsible for implementation, training and support of the following electronic
products

a. /etail Online Banking
i. Process and complete the set-up for all consumer enrollments submitted through the
website.
ii. Provide assistance via telephone, in-person or e-mail in response to customer inquiry
or branch referral.
iii. Respond to or coordinate response to all e-mails received through bank website or
online banking site.
iv. Assist customers with password resets and access problems

b. 5eb Bill 2a'
i. Provide assistance via telephone, in-person or e-mail in response to customer inquiry
or branch referral.
ii. Respond to or coordinate response to all e-mails received through bank website or
online banking site.
iii. Assist customers with password resets and access problems

c. Telebanc
i. Provide assistance via telephone, in-person or e-mail in response to customer inquiry
or branch referral
ii. Review daily exception reports

d. "T# (ebit -ards
i. Review daily !" !ntercept A#$ and %ebit card system reports and viewpoint reports
ii. Perform A#$ %ebit card maintenance
iii. Assist branches in researching A#$ and %ebit card transactions
iv. Review monthly new card reissue report and ensure changes are made prior to card
production
v. "upport &scare card re-pinning machines
vi. Provide assistance via telephone, in-person or e-mail in response to customer inquiry
or branch referral.

e. 'usiness &nline 'anking (%&)*
i. Process and complete 'usiness &nline 'anking set-ups that have no cash management
services.
ii. Provide assistance via telephone, in-person or e-mail in response to customer inquiry
or branch referral.
iii. Respond to or coordinate response to all e-mails received through bank website or
online banking site.
iv. Assist customers with password resets and access problems.
v. Refer +ash $anagement customers to the Regional +ash $anagement "pecialist and
or 'usiness &nline 'anking Representative.

<! .upport Electronic Banking .upervisor in other duties as assigned and provide back
up to Electronic Banking department as needed.

Compliance:
"ll emplo'ees are accountable for compliance with all laws, regulations and adherence
to established internal controls and procedures when performing their =ob duties. Each
emplo'ee is e,pected to be familiar with the legal and regulator' re0uirements and
internal controls affecting his or her =ob responsibilities. It is the affirmative dut' of each
emplo'ee to carr' out these responsibilities at all times in a manner that complies with all
applicable legal and regulator' re0uirements and internal controls. "ll emplo'ees shall be
responsible for communicating upward, problems in operations, noncompliance with the
code of conduct, or other polic' violations or illegal actions. Emplo'ees must participate
in re0uired training on pertinent compliance laws and regulations as re0uired b' the Bank
of the 2acific.
"ll emplo'ees will be committed to maintaining a high level of compliance with the
Bank .ecrec' "ct and "nti #one' 4aundering, >." 2"T/IOT "ct and %inancial
/ecordkeeping regulations recogni*ing that all three acts are important tools in federal
efforts to combat organi*ed crime, terrorism and drug trafficking.
(efinition Electronic Banking
+ the use of computers to carr' out banking transactions such as withdrawals
through cash dispensers or transfer of funds at point of sale
+ Electronic banking, also known as e+banking, virtual banking and online banking, is a
service that allows customers to access their bank information, conduct financial
transactions, make deposits, withdrawals and pa' bills through the Internet without
having to ph'sicall' visit their bank. It provides the convenience of accessing banking
facilities from the comfort of their home or office.
(efinition of 'Online Banking'
The performance of banking activities via the Internet. Online banking is also known as
?Internet banking? or ?5eb banking.? " good online bank will offer customers =ust about
ever' service traditionall' available through a local branch, including accepting deposits
which is done online or through the mail!, pa'ing interest on savings and providing an
online bill pa'ment s'stem.
Investopedia e,plains 'Online Banking'
Online banks cannot provide direct "T# access, but the' make provisions for consumers
to use "T#s at other banks and retail stores, and the' ma' reimburse consumers for an'
associated fees. Because of the reduced overhead costs associated with not having
ph'sical branches, online banks tend to offer consumers significant savings and pa'
higher interest rates. Online banks handle customer service tasks b' phone, email or
online chat.