Ashley Baker Email & Phone Number

• Answer phone calls in a timely manner and respond to customer inquiries.• Receive and process applications for service via front counter, drive thru, phone, fax, or website. • Complete credit inquiries and secure membership fees and security deposits. • Process information and transactions required in the handling of consumer records. • Document consumer’s account records with pertinent information. • Receive monies, process payments, and prepare documentation to ensure accurate crediting of member accounts. • Balance cash drawer and make daily vault deposits.• Receive and scan checks from each service center and ensure balancing prior to bank submission. • Initiate service orders for customer requests.• Resolve customers’ service or billing complaints by obtaining all relevant information to satisfy the concern. • Operate within constraints and escalate complaints appropriately.

• Balance complex reconcilements to General Ledger activity daily to ensure they balance accordingly.• Report in process items that do not clear timely on a daily basis for all systems. • Identify and report outages to branches daily. • Expert user of the loan core system and the general ledger system. • Research teller tickets on proper software to assist the branches with encoding errors or customer/teller changes. • Input loan payments into the loan core system daily. • Answer department phone calls to assist the branches with questions regarding reconciliation outages. • Train new associates on each reconcilement to ensure they understand how to balance thoroughly before they can work independently. • Provide refresher training to current associates within the department to ensure that they are up to date on current policies and procedures for each reconcilement within the department.

• Schedule, collect, and distribute ACH files via the Pep+ ACH system. • Balance all files and verifying file receipts after each update maintaining the ACH Service Level agreement for this task. • Complete all ACH reclamations received by the ACH department from written correspondence from other banks. • Complete all stop payments, affidavit disputes, and swapping of ACH items to customer’s accounts via e-form in agreement with the ACH Service Legal Agreement. • Close out the ACH Pep+ system for end of day processing which includes daily balancing entries being keyed and verified. • Provide customer service or research as requested by phone, fax, or email.

• Process incoming research requests by fulfilling Customer Service Tool requests, reviewing reports, image/document archives, balancing general ledger accounts, customer account statements or various documents. • Render/reproduce all requested information for the branches/departments of the organization. • Perform posting to department/customer’s account(s) to assess research fees. • Interact with branch/department associates to research and resolve problems with customer accounts. • Provide customer service to both internal and external customers with ability to answer questions of a complex nature with minimal supervision. • Prepare and send internal and external emails to associates related to Research or Day 2 information. • Work in specific queues within software (DSS Trips) including but not limited to extended date queue, large dollar without pre-note queue, and suspect stop queue. • Review, determine, and balance all the bank’s non-post deposit transactions. • Complete daily reconciliation of the FED statements with the bank’s general ledger system.

• Assist customers via telephone. • Provide customer service by replying to emails, faxes, and/or mail. • Provide customer account information related to deposit and loan accounts including balance information, pending debit items, transaction history, loan balances and payoffs. • Complete maintenance including address changes, stop payments, updating customer profile information, check orders, access code changes, and security IDs. • Complete financial transactions—transfers between accounts, payments on loans, initiate scheduled transfers, and account transfer overdraft protection. • Provide online banking administrative assistance as follows—completing registrations, unlocking and re-setting passwords, and assisting customers with functionalities as they relate to online banking and On Guard Authentication. Participate in Online Banking/Bill Pay customer support skill set via inbound/outbound telephone and administration