Join Mercantile Bank in our Digital Payments and Operations team as a Level III Specialist, Team Lead, or Senior based on your experience and play a pivotal role in shaping our customer experience! Located in the vibrant city of Wyoming, MI, this hybrid roles offer exciting opportunities to drive innovation in digital banking solutions. Collaborate with a team of forward-thinking professionals dedicated to customer-centric excellence and problem-solving.\n

You'll play a pivotal role in shaping the future of digital payments while enjoying a flexible work environment that values work-life balance. This position offers the flexibility of working from home 2-3 days per week after the training period, allowing you to balance your work and personal life effectively. This is your chance to innovate and make significant contributions to a high-performance culture. Engage in meaningful projects that empower your growth and enhance the customer experience.\n

Primary responsibilities: \n

Senior:\n\nBalancing, processing, setup and all operational aspects for digital payment channels.\nProvide troubleshooting and support related to all aspects of Digital Banking and processing. \nAssist Product team with testing new products and services and document testing scripts for various new products\/services or functionality in the digital platform.\nProvide details and create cases for the Digital Product team escalations to Vendors, take responsibility for troubleshooting guides for some digital products.\nServe as Tier II escalation for all digital products and services with internal and external customers and analyze feedback from customers through incidents\/customer reviews to alert the product group to trends that need to be addressed.\nAssist with training Digital Banking operations staff, mentoring and updating training documents.\n\n

Team Lead: \n\nServe as primary back up for Digital Banking operations team\nMaintaining task list and assignments for your team\nTraining Digital Banking operations team. Create and maintain training documents for all operations job functions \nMonitoring incident review queue for Digital Banking. Ensure all incidents are processed properly and timely\nReviewing fraud of multiple payment channels. Escalate and communicate to the appropriate teams and provide required documentation for other Financial Institutions if necessary\nResponsible for GPS's, Performance Reviews, and Development Plans for Digital Banking Support Tea.\n\n

Level III Specialist:\n\nEscalated problem solving\nComplex treasury product set-ups\nUnderstanding of system integration \nAn understanding of rules and regulations around payments\nProcedure writing and review\nTraining level I & level II's on more complex tasks\nInputting and following vendor cases \n\n
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A little about us \n

Mercantile Bank was created with a goal to deliver financial solutions that empower people and businesses to achieve their dreams, while bettering the lives of its employees and their communities. We have grown from a humble idea to over 40 locations, 5.6 billion in total assets, and 700 employees. Our values remain at the heart of everything we do - through inclusivity, innovation, and collaboration, we achieve excellence every day. We are accountable not only to our customers, but to our employees and the communities in which we serve. We are proud to invest in our people and our communities, and our employees show their integrity in every interaction. We strongly believe that embracing human diversity makes us a better bank. We know it makes us better people.\n

You'll be rewarded for your expertise through competitive compensation, bonus programs, and best-in-class benefit options, such multiple Medical, Dental and Vision plans to choose from, Company Paid Life Insurance of 3 times your annual salary, Health Savings Account, Flexible Spending Account, 3 weeks' vacation, sick time to care for yourself and your family, 11 paid holidays and a Giving Day to do work that you are passionate about in the community. We also offer Employee Assistance Program (EAP), Adoption and IVF Assistance, and a Fitness Equipment Purchase Plan.\n

Investing in your financial wellness and career development is also important to us. We provide 401(k) match at 100% up to the first 5% of your contribution Employee Stock Purchase Plan, 529 College Savings Plans, Discounted bank services, Legal protection, Tuition Reimbursement, Exceptional training, and development opportunities tailored to your career interests and goals. \n
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Your day to day in the Digital Payments and Operations Role\n

Senior:\n

As a key member of our Digital Payments and Operations team at Mercantile Bank, you will provide consistent and accurate customer service to both internal and external clients. Your expertise with iPhone, iPad, Android phones, and tablets will enable you to deliver exceptional technical support for our Online and Mobile Banking platforms, as well as Remote Deposit software. You will be responsible for overseeing all operational aspects of digital payment channels, balancing and processing transactions, and researching intricate payment issues while collaborating with other financial institutions. Serving as a Tier II escalation point for digital products, you'll analyze customer feedback to identify trends and engage directly with our product team during testing phases. Moreover, you'll lead training efforts for Digital Banking operations staff, manage fraud reviews, and make recommendations for process automation to enhance our services, all while adhering to bank policies and maintaining security across our payment channels.\n

Team Lead:\n

As a leader in the Digital Payments and Operations team at Mercantile Bank, you will oversee critical functions of digital operations and payment processing, ensuring accuracy and efficiency in ACH processing, wire transfers, remote capture, bill pay research, and fraud analytics. Your role will emphasize professionalism and confidentiality, fostering a collaborative atmosphere that prioritizes exceptional service for internal and external customers. You will mentor and develop team members, maintaining the highest level of specialized payments knowledge.\n

Key responsibilities will also include managing task assignments, conducting training sessions, and monitoring incident review queues to ensure timely processing. You'll assess automation opportunities, collaborate with the Digital Payments and Operations Manager on operational procedures, and facilitate systems access for bank staff. Engage in disaster recovery testing, support troubleshooting, and escalate issues to the Digital Product team as necessary-all while driving innovation in a customer-centric environment dedicated to excellence.\n

Level III Specialist:\n

As a Digital and Operations Specialist III at Mercantile Bank, you will play a crucial role in supporting and enhancing our Digital Banking payment channels, ensuring efficient and accurate processing of transactions for both internal and external customers. Your expertise will guide the execution of daily tasks in compliance with bank standards and legal regulations, while tackling escalated problem-solving and complex treasury product setups. You'll be instrumental in training team members on advanced tasks and maintaining up-to-date procedures.\n

Your familiarity with various digital payment platforms and mobile devices will allow you to provide excellent customer service and technical support, ensuring a seamless user experience. Additionally, you will manage critical functions such as Positive Pay setup, bill pay processing, and Remote Deposit Capture support. Your contributions not only uphold our commitment to integrity and collaboration but also enhance our customer-centric approach in the banking industry.\n

What we're looking for in our Digital Payments and Operations Team:\n\nAt least 3 years of experience in the banking industry, preferably in the Digital Payments and Operations area or a similar area.\nInterpersonal & Customer Service Skills\nOrganization and Attention to Detail\nTime Management with a Proven Ability to Meet Deadlines\nVerbal and Written Communication Skills\nAnalytical and Problem-Solving Skills\nManagement or supervisory experience (Team Lead)\n\n

Schedule\n

Monday through Friday 8:30am-5:30pm