Summary

Supports member adoption, usage and satisfaction with digital banking platforms by performing a variety of functions related to the operations, servicing and growth of digital banking, including Third-Party and support Treasury Services. Areas of expertise will include Digital Banking Applications, Bill Pay Services, Statements, and Core Agreements.

Key Responsibilities

Creates and reviews multiple Quality Control reports and makes changes to member profiles across all systems.

Performs administrative duties across multiple applications, pertaining to user access and service requests for specific applications.

Provides frontline support to digital banking channels (online banking, mobile apps, remote deposit capture, eStatements, bill pay, P2P payments, card management, etc.), submitted via, phone, email or activity manager tickets.

Troubleshoots login/access issues, transactions, and feature navigation.

Monitors system alerts and escalates technical issues to the appropriate internal teams or vendors.

Monitors the system-generated messages to detect any anomalies in member activity, including Enrollment, Change of Contact Info, etc.

Supports Business Banking area with Treasury Service and business members within online banking, including ACH,Positive Pay, Remote Deposit Capture and wires.

Works with the Digital Banking Manager and Analyst to develop/enhance processes and procedures for the timely processing of requests within the digital banking area.

Supports implementation of digital banking upgrades, testing and new feature rollouts.

Performs duties as a liaison to Risk Management, related to the development of Risk/Behavior monitoring and mitigation strategies. Develops areas of focus in both Online Banking and Risk Management software to help with the detection of risk patterns and loss prevention.

Assists Analyst with the development and engagement of the Q2 Support Team, and strategies for improvement.

Compiles data and helps prepare content for presentations across the Credit Union, in collaboration with the Digital Banking Manager and Analyst.

Provides feedback on common issues and recommend enhancements to improve digital services.

Maintains awareness of internal policies and procedures related to digital banking.

Cross trains in other disciplines within the Digital Banking & Payments department, and provides coverage when necessary.

Monitors related cases opened with vendors, and responds when necessary.

Participates in any support or development-related meetings, projects, activities, etc., as needed.

Answers inquires and communicates in a timely, professional manner to all internal and external members. Escalates issues to supervisor when necessary.

Stays current and informed on industry standards and all pertinent job and department functions. Implements and adheres to changes as necessary.

Looks for efficiencies and opportunities to recommend changes to policies and procedures within department.

Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Asset Control (OFAC) to ensure the safety and soundness of the Franklin Mint Federal Credit Union and its members.

Qualifications

Education/Experience

High School Diploma and 1-3 years of experience in financial services industry or technology related customer service. Equivalent experience will be considered.

Experience in financial technology or completed Q2 Certificaton training

Associates Degree preferred

Other Qualifications

Strong demonstrated abilities required:

Customer/Member Service

Technology Minded / Tech Savvy

Interpersonal Skills/Team Player

Presentation Skills

Motivated/Works Independently

Analytical/Problem Solving

Organizational Skills

Detail Oriented

Verbal/Written Skills

Microsoft Office

Prioritize/Multi-Task

Also Required:

Ability to work a flexible schedule, including some weekends

Must maintain confidentiality

Physical Requirements

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. While performing the duties of this job, the employee is regularly required to talk, hear and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Other Duties

This job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time.

What we offer to our team members:

A competitive salary

Team Based Incentives and Performance Bonus Opportunities

Referral Incentive Opportunities

Generous Paid Time Off

Medical, Dental and Vision plans

Health Savings Account with employer contribution

Flexible Spending Accounts

401K with employer contribution and match

Employer paid life insurance/AD&D

Supplemental insurance plan options

Employer paid Short and Long term disability programs

Paid Family Leave

Tuition Reimbursement

Training and Development Programs

Paid Holidays

Paid Volunteer Time Off

Employee Assistance Programs

Pet Insurance

YMCA360 Access

Equal Employment Opportunity

FMFCU/SFN is an equal opportunity employer and prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), age (40 and over), national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed service member status or any other status protected by federal, state or local law.

Offered pay rate for this position typically aligns with the minimum to midpoint of the salary range and varies based on factors such as qualifications and experience, budget, and internal alignment.

Franklin Mint Federal Credit Union

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