Job Description
Job Description
Job Description
POSITIONS SUMMARY
The primary responsibility of this position is to support day-to-day processing and servicing functions relating to our online and mobile banking platforms. Serve as a processor for the day-to-day functions that support core processing and third-party electronic payment activities such as Bill Pay, Bank to Bank, and Person to Person (P2P) payments.
ESSENTIAL JOB FUNCTIONS
- Maintain a general understanding of all areas related to Online Banking including Bill Pay, Bank to Bank, P2P payments and all programs associated with the Alkami platform.
- Perform day to day processing functions and support Online & Mobile Banking platforms for both Consumer and Business members as well as third parties involved.
- Assist in resolving basic member issues/problems with Online & Mobile Banking platforms. Escalate more complex issues to the Online Banking Support Specialist II/III.
- Remain up to date on all changes from all applicable vendors.
- Assist in testing and implementation of software releases as needed.
- Support the Bill Pay platform. Address basic issues/questions and escalate more complex issues to the Online Banking Support Specialist II / III. Assist with releases as needed.
- Support the P2P platform. Address basic issues/questions and escalate more complex issues to the Online Banking Support Specialist II / III. Assist with releases as needed.
- Support the Remote Deposit Capture platform. Address basic issues/questions and escalate more complex issues to the Online Banking Support Specialist II / III. Assist with releases as needed.
- Support the Bank-to-Bank transfers platform. Address basic issues/questions and escalate more complex issues to the Online Banking Support Specialist II / III. Assist with releases as needed.
- Process 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.
- Monitor reports and conduct reviews of high-risk transactions.
- Assist in investigating fraud / potential fraud conducted via online channels when it is reported or identified through the review process. Escalate issues related to fraud as needed.
- Ensure adherence to state and federal laws regulating electronic and digital banking, NCUA, and Credit Union policies and procedures while performing day to day job functions.
- Ensures compliance with federally regulated disclosure requirements while performing day to day job functions.
- Work on special projects as assigned.
- 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.
- Performs 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 - 1+ years Banking or Credit Union Experience preferred
- Related Business Degree desired
- Knowledge of Electronic Banking products and services as well as applicable regulations preferred
- Effective and efficient oral and written communication skills
- Effective 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 a 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
- Ability to work flexible hours including evenings and Saturday’s
- Self-reliance, willingness to take ownership and creatively find solutions
Job Tags
Work at office, Remote work, Flexible hours, Saturday, Afternoon shift,