Address
Form of workResponsible for the day-to-day operations of the Credit Unions Online/Mobile Banking Platform and Digital Services. Assisting with and/or providing support for all aspects of Online/Mobile Banking as well as all Digital Services. Provides both technical and general support both internally and externally.
Promote and support performance in all required functions of electronic banking in accordance with regulatory and compliance guidelines. Assist in all Online/Mobile Banking projects, product development, implementation, and system updates and maintenance.Manages responses to member communications within Secured Messaging for Online/Mobile Banking. Supports members requests through documentation sent through mail orDocuSign.
Provides additional communication and responses within online messagereceived directly through the website Provides Online/Mobile Banking support by communicating issues tovendors/branches and appropriate departments. Manages and processes Online/Mobile Banking Help Desk Tickets for thefollowing items: research, account number changes, trouble shoots onlineaccount issues (transfers, login issues, Bill Pay and Visa EZ Card access),App issues, new enrollments, contacting members with troubleshootingissues or resolves, addressing eAlert issues. Provide assistance to Branches and Call Center regarding Online/MobileBanking questions/issues.
Schedules updates, maintenance with third-party vendors Communicates and tracks down-time reporting to minimize member impact Provides monthly reporting for Online/Mobile Banking Work Account Closure Report in COWWW weekly. Schedule Online/Mobile Banking biweekly maintenance with Q2. Scheduleany additional IS/IT maintenance due to Symitar upgrades.
Submit/monitor tickets with Online Banking provider (Q2) for escalated issuesnot resolvable internally. Responsible for evaluating and facilitating Policy/Procedure changes acrossdepartments to ensure uniformity. Ensures corresponding procedures areupdated as needed.
Evaluate and make recommendations for improvementsto our Online/Mobile Banking processes, systems and electronic channels. Bill pay and eStatement management New enrollments Address changes Troubleshooting member payment discrepancies Ensuring procedures comply with policies surrounding online channel. Complete special projects as assigned Including providing back-up support to eServices Specialist.
