eBranch Specialist

Description

POSITION PURPOSE

Responsible for daily workload in the eBranch Department, including Online Banking related products and services, and Plastics related products and services. Provides superior member service and ensures member interactions are timely, concise, and accurate. Provides Tier One support of electronic products and services, and strives for peak utilization and penetration of member facing technology that is superior, convenient, and easy to use.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Performance of daily tasks and assignments.
• Coordinates activities to meet business needs and required schedules.
• Completes tasks in accordance with established plans, procedures, and deadlines.
• Continual training in current and new technologies, security best-practices, and superior member service.
• Provides Tier One member support on products and services.
• Assists in the implementation and maintenance of all products and services.
• Maintenance of eBranch products, services, and ancillary technologies.
• Implementation, upgrades, and testing of electronic products.
• Reporting, tracking, and User Management.
• Assist in handling reported fraud to ensure minimal impact to membership.
• Maintain adherence to FFIEC and VISA best-practices and guidelines for both Online Banking and plastic transactions.
• Assumes responsibility for establishing and maintaining professional working relations with members, suppliers, and outside contacts.
• Tracks and resolves member problems promptly and effectively.
• Obtains and conveys information as needed to staff, members, and inter-departmentally.
• Promotes goodwill and a positive image of the Credit Union.
• Assumes responsibility for related duties as required or assigned.
• Stays informed of Online Banking and Plastics trends and developments.
• Completes special projects as assigned.
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with products and services.
• Logs and tracks calls, emails, chats, and other forms of communications using eBranch Help Desk database, and maintain history records with related problem documentation for every incident.
• Provide backup to all eBranch staff and functions to the best of ones ability.
• Ability to work flexible hours to meet scheduling needs, including Saturdays, special projects, and occasional late night upgrades or maintenance to limit system disruptions.

PERFORMANCE REQUIREMENTS

1. Members can effectively utilize established systems and are comfortable and satisfied with the technology and delivery channels.
2. Member concerns are promptly addressed and any problems effectively resolved.
3. Management is appropriately informed of area activities and of any significant problems.
4. Good working relations exist with staff.
5. Records and reports are maintained according to Credit Union policy. Procedures are followed.
6. Maintain training for the highest levels of member service and technical expertise.
7. The ability to discern a member's level of technical expertise, and adjust the support provided as appropriate.

Requirements

EDUCATION/CERTIFICATION: High School education required. Related work experience preferred.

REQUIRED KNOWLEDGE:

• Strong background in providing service and support to end users.
• Understanding of Credit Union operations and information needs.
• Thorough understanding of technical development platforms.
• Understanding of planning and development of large-scale systems.

EXPERIENCE REQUIRED: None.

SKILLS/ABILITIES:

• strong leadership and project management skills.
• Works well in a team environment.
• Strong oral and written communications abilities.
• Solid analytical, technical, and problem solving skills.
• Superior member service and support skills.
• Solid understanding of the current eBranch products and services:
• eStatements / eNotices / eTax, eSignature, Finance Works, Online Banking and Transfers, Payment Methods (Funds Transfer, Pop Money, Bill Pay, Scheduled & Recurring Bills, eBills, Expedited Payments, Scheduled & Recurring Transfers), Purchase Rewards, Check Images, Quicken Connect / Quicken Direct, Alerts and Notifications, Deposit Express, Mobile Text & Brower Banking, Mobile Apps (iPhone, Android Phone, iPad, Kindle Fire, Android Tablet), Turbo Tax, ATM Locator, Call Casey, ATM / Debit / Credit Card Servicing, Card Risk Management