- Maintain an in-depth knowledge and understanding of all areas related to Online Banking including Bill Pay, Bank-to-Bank, P2P payments, and all programs associated with the Alkami platform.
- Assist and back up the Online Banking Support Specialist I with the performance of day-to-day processing functions and supporting Online & Mobile Banking platforms for both Consumer and Business members as well as involved third parties.
- Resolve escalated member issues/problems with Online & Mobile Banking platforms, escalating the most complex issues to the Online Banking Support Specialist III.
- Work directly with each applicable vendor to resolve issues as well as enhancement requests and upgrades.
- Remain up to date on all changes from all related vendors.
- Review release notes and updates from all related vendors and assist in upgrades. Work with the vendors and assist with testing.
- Lead testing and implementation of software releases.
- Assist in maintaining and supporting administrative functions.
- Assist with developing and maintaining policies and procedures for online banking processes to ensure compliance with established standards and regulations.
- Work with the Online Banking Support Specialist III and the Deposit Operations Supervisor to identify training needs. Assist in building training materials for departmental staff and Member Service staff as needed.
- Prepare and analyze reports to monitor activity, trends, high-risk transactions, and service expectations. Relay concerns and trends to the Online Banking Support Specialist III / Deposit Operations Supervisor.
- Have a basic understanding of available Alkami informational resources to be able to maintain and support updates.
- Assist with maintaining and supporting Bill Pay, P2P, Remote Deposit Capture and Bank-to-Bank transfer platforms and address most escalated issues/questions. Further escalate complex issues/questions to the Online Banking Support Specialist III. Assist with releases.
- Monitor and support Account Maintenance requests received via online banking channels.
- Assist in assessing and implementing improvements to processes, procedures, or workflows.
- Ensure electronic service levels are achieved daily for our internal members and our vendors.
- Assist with resolving Alkami Help Desk Tickets and Support and Delivery / project tickets as needed.
- Investigate fraud / potential fraud conducted via online channels when it is reported, engaging additional resources as needed.
- Ensure adherence to state and federal laws regulating electronic and digital banking, NCUA, and Credit Union policies and procedures while performing job functions. Ensures compliance with federally regulated disclosure requirements while performing job functions.
- Ensure superior service is delivered to both internal and external members by consistently exhibiting Universal Behaviors.
- Required to participate in First Source Federal Credit Union events as well as designated Community events. Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy. Required to attend training sessions as appropriate. Required to travel as needed.
- Work on special projects and perform other duties as assigned.
Universal Behaviors Knowledgeable and Experienced - I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:
- Looking for answers until I find them.
- Seeking opportunities to learn from others.
- Appreciating and respecting others’ views.
- Acknowledging mistakes and learning from them.
- Going out of my way to share my knowledge and experience.
Striving for Operational Consistencies - I promise to make it easy for you through consistency, efficiency, and accuracy by:
- Doing it right the first time, being thorough and accurate.
- Taking pride and ownership in my work
- Making and keeping commitments.
- Continuing to look for better ways to do things and challenging the status quo.
Rewarding Work Environment - I promise to show care, compassion, and respect toward everyone I interact with by:
- Being approachable and accessible to others.
- Creating a pleasant work environment for each other.
- Always asking what more I can do.
- Resolving differences promptly
- Recognizing the contributions of others.
- Embracing diversity in the workplace.
Committed to Member Service - I promise to deliver exceptional member service by:
- Interacting with a natural and genuine friendliness.
- Being courteous and respectful.
- Creating a welcoming environment.
- Exceeding your expectations.
- Sharing the moment and finding common ground.
Qualifications, Skills and Experience - 3+ years Banking or Credit Union Experience. Related Business Degree desired
- Knowledge of Online Banking products and services as well as applicable regulations
- Effective and efficient oral and written communication skills, analytical thinking, and a strong attention to detail
- Effective interpersonal/member relation skills
- A professional appearance
- Effective understanding and use of Microsoft Office (i.e., Outlook, Excel, Word)
- General understanding of core system functionality within financial institution environment
- Ability to perform well and keep up with responsibilities in a high volume, fast paced working environment.
- Ability to work in high pressure situations and prioritize job duties.
- Ability to work flexible hours including evenings and Saturday’s.
- Self-reliance, willingness to take ownership and creatively find solutions
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