What are the responsibilities and job description for the Digital Banking Specialist position at Credit Union of America?
Role: Support digital banking products and services via member and co-worker support. Enhance member’s digital banking experience.
Essential Functions & Responsibilities:
- Provide friendly first level support for digital banking products and services to coworkers and members across all channels.
- Act as an escalation point for other staff in resolving member’s digital banking issues. Escalate technical issues to Digital Banking Supervisor and/or I.T. Act as a SME for all digital banking products. Provide education to members to promote new adoption, activation, usage, and retention of all products.
- Process daily departmental tasks and reports. Accurately process daily billpay exception report and assist in reconciling billpay GL as needed.
- Communicate with outside vendors to resolve issues within our digital banking solutions.
- Stay abreast of current browser and mobile versions supported for our digital banking solutions
- Work with Fraud Analyst to secure compromised accounts and provide information regarding online activity as needed. Protect the CU from controllable losses.
- Assumes Card Services Specialists responsibilities as needed. Assumes Electronic Payments Specialists responsibilities as needed.
- Suggest policy and procedure enhancements as needed to stay in compliance or improve service/experience for coworkers and members
- Performs other job related duties as assigned. Employees shall be trained annually, demonstrate an understanding of, and follow the requirements of the BSA/AML Compliance Program as it specifically relates to their job functions.
Knowledge and Skills:
- Experience: One year to three years of similar or related experience.
- Education: A high school education or GED.
- Interpersonal Skills: An advanced level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with members and staff, and/or is usually of a personal or sensitive nature. An escalation point for other staff in resolving member issues. Work may involve motivating or influencing others. Being influential with other staff members in attaining adoption of department and organizational changes.
-
Other Skills
- Effective communication skills
- Good organizational and technical skills
- A high level of initiative
