Online Banking Support Specialist I

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