Digital Services Administrator

Great opportunity to join the Digital Services Department at A+FCU!
The primary purpose of this position is to support members by researching and answering all account inquiries in an accurate and efficient manner. Ensure compliance with regulatory standards. Maintain a working knowledge of all Digital Services and operations of the credit union. Maintain security procedures to mitigate risk loss due to fraud related to Digital Services.
Essential Functions:
Primary Functions:

• Department Support
  • Respond to secure messages submitted by members through online portal in a professional and courteous manner resolving their financial issues and/or needs.
  • Review and process all Risk Fraud Analytics Suspects (RFA) by researching IP addresses and contacting member by phone to positively identify that the external transfer, ACH or wire request was authorized by our member.
  • Answer all incoming calls from the contact center, branches and other departments related to eService situations.
  • Process member relationship management Digital Service queue requests.
  • Review checks submitted through ATM and mobile deposit to determine check negotiability.
  • Assist business members with cash management set up and processes including ACH and wire transfers.
  • Enter, process and resolve all cases internally with Digital Service vendors.
  • Accurately maintain bill pay database for all memberships.
  • Assist with monthly reporting and analytics.
• Assist in departmental projects and trainings.
• Complete all required annual compliance training as required by the Credit Union.
• Schedule and conduct individual dialogs with direct manager monthly.
• Participate in external credit union-sponsored activities and community/education events to increase credit union awareness.
• Maintain knowledge of all credit union products and services.
• Perform other duties as required or assigned.

• High school diploma or G.E.D equivalent required.
• One year financial institution experience required.
• One year direct customer service or eService experience highly preferred.

• Willingness to assume responsibility and exhibit excellent problem‑solving/research abilities.
• Ability to communicate effectively and frequently verbally and in writing to members and employees using a variety of platforms.
• Ability to handle sensitive information with discretion, professionalism, and sound judgment.
• Excellent organizational skills, including the ability to manage competing priorities, track deadlines.
• Detail‑oriented to provide accurate, relevant, and timely information to internal and external partners.
• Ability to work independently and as part of a team, with the flexibility to adapt to change.
• Intermediate-level knowledge in Microsoft Office applications.

Professional appearance

Enjoys working with public using a courteous professional approach

Dependable

Possess decision‑making abilities

• Must have the ability/stamina to work at least 40 hours a week
• Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data
• Must be able to communicate through telephone, e‑mail and in‑person communications
• Must be able to engage in problem‑solving skills to help identify and solve potential issues in the field

Availability of funds, credit union error fee refunds, account and loan corrections, RFA processing, case creation for Digital Services escalations, online login exceptions.

Excessive fee refund requests, anything outside of established procedures.