Online Banking Support Specialist I Position Available In Oneida, New York

Online Banking Support Specialist I First Source

FCU 8373

Seneca Tpke, New Hartford, NY 13413 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. 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