Digital Banking Associate​/Hybrid

Location: Brandywine Summit

Summary Supports member adoption, usage and satisfaction with digital banking platforms by performing a variety of functions related to the operations, servicing and growth of digital banking, including Third-Party and support Treasury Services. Areas of expertise will include Digital Banking Applications, Bill Pay Services, Statements, and Core Agreements.

Key Responsibilities Creates and reviews multiple Quality Control reports and makes changes to member profiles across all systems.

Performs administrative duties across multiple applications, pertaining to user access and service requests for specific applications.

Provides frontline support to digital banking channels (online banking, mobile apps, remote deposit capture, eStatements, bill pay, P2P payments, card management, etc.), submitted via, phone, email or activity manager tickets.

Troubleshoots login/access issues, transactions, and feature navigation.

Monitors system alerts and escalates technical issues to the appropriate internal teams or vendors.

Monitors the system-generated messages to detect any anomalies in member activity, including Enrollment, Change of Contact Info, etc.

Supports Business Banking area with Treasury Service and business members within online banking, including ACH,Positive Pay, Remote Deposit Capture and wires.

Works with the Digital Banking Manager and Analyst to develop/enhance processes and procedures for the timely processing of requests within the digital banking area.

Supports implementation of digital banking upgrades, testing and new feature rollouts.

Performs duties as a liaison to Risk Management, related to the development of Risk/Behavior monitoring and mitigation strategies. Develops areas of focus in both Online Banking and Risk Management software to help with the detection of risk patterns and loss prevention.

Assists Analyst with the development and engagement of the Q2 Support Team, and strategies for improvement.

Compiles data and helps prepare content for presentations across the Credit Union, in collaboration with the Digital Banking Manager and Analyst.

Provides feedback on common issues and recommend enhancements to improve digital services.

Maintains awareness of internal policies and procedures related to digital banking.

Cross trains in other disciplines within the Digital Banking & Payments department, and provides coverage when necessary.

Monitors related cases opened with vendors, and responds when necessary.

Participates in any support or development-related meetings, projects, activities, etc., as needed.

Answers inquires and communicates in a timely, professional manner to all internal and external members. Escalates issues to supervisor when necessary.

Stays current and informed on industry standards and all pertinent job and department functions. Implements and adheres to changes as necessary.

Looks for efficiencies and opportunities to recommend changes to policies and procedures within department.

Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Asset Control (OFAC) to ensure the safety and soundness of the Franklin Mint Federal Credit Union and its members.

Education/Experience High School Diploma and 1-3 years of experience in financial services industry or technology related customer service. Equivalent experience will be considered.

Experience in financial technology or completed Q2 Certification training

Associate's degree preferred

Other Qualifications Strong demonstrated abilities required:

Customer/Member Service Technology Minded / Tech Savvy Interpersonal Skills/Team Player Presentation Skills Motivated/Works Independently Analytical/Problem Solving Organizational Skills Detail Oriented Verbal/Written Skills Microsoft Office Prioritize/Multi-Task Also

Required:

Ability to work a flexible schedule, including some weekends

Must maintain confidentiality

Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Ability to sit for extended periods; occasional standing

Frequent use of hands/fingers for typing and operating standard office equipment

Ability to hear and speak clearly

Visual acuity to read computer screens and written documents

Minimal physical exertion; occasional walking

Other Duties This job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time.

What we offer to our team members:

A competitive salary

Team Based Incentives and Performance Bonus Opportunities Referral Incentive Opportunities Generous Paid Time Off Medical, Dental and Vision plans

Health Savings Account with employer contribution

Flexible Spending Accounts
401K with employer contribution and match

Employer paid life insurance/AD&DSupplemental insurance plan options

Employer paid Short and Long term…