eBanking Services Support Associate

eBanking Support Associate

DEPARTMENT: Deposit Operations REPORTS TO: eBanking Services Officer

SUPERVISORY RESPONSIBILITY: No LOCATION: Evansville

FSLA/STATUS: Full-Time/Non-Exempt TRAVEL: None

CORE HOURS: Monday – Friday: 8:00 a.m. -5:00 p.m.; 40-hour week; over-time may be required for special projects and/or staffing needs.

First Federal was established on Evansville, Indiana’s Westside in 1904 and is a community bank currently serving the residents of Southwest Indiana with seven branch offices located throughout Posey, Vanderburgh, and Warrick Counties. Two Home Building Savings Bank branches, which are located in Daviess and Pike County respectively, are also owned by First Federal.

Full-time employees of First Federal are offered a comprehensive benefit package including Paid Time Off, up to 11 paid Holidays, 401k, ESOP, company paid Disability and Life insurance and Health and Wellness Options including Medical, Dental, Vision, Life and Supplemental Insurance. Our Part-time employees are eligible for up to 11 paid Holidays and can choose to enroll in Dental, Vision and Supplemental Insurance, and participate in clinic healthcare services.

Aside from that, all employees can expect to receive discounted bank services such as free checks, discounts on loans, waived processing fees and much more.

Diversity and Inclusion

First Federal is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At First Federal, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

POSITION SUMMARY: The eBanking Support Associate assists branch offices and departments for deposit and internet banking services. Supports various aspects of the daily processes of eBanking including functions encompassing: internet banking, mobile banking, bill pay, remote deposit capture, ACH and Sweeps. Assists bank customers and retail branches with deposit product inquiries and problem resolution. Stays abreast of, complies with and performs functions related to various federal regulations including: Bank Secrecy Act, Right to Financial Privacy Act, Regulation CC, Regulation D and Regulation E. Responsible for all BSA related activities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Processes set-up of electronic banking, e-statements, internet banking, bill pay, and mobile banking
• Setup and maintain TMS transfers.
• Setup overdraft protection transfers
• Answer internal and external customer service calls related to Internet banking, account activity and other account related questions.

KNOWLEDGE, SKILLS AND ABILITIES:

• Understanding and proven experience of job responsibilities.
• Ability to make sound decisions drawing on knowledge and experience.
• Capable of analyzing and resolving customer or work-related issues.
• Perceived by customers and co-workers as a skilled problem solver, knowledgeable, and a valuable business resource.
• Initiative exhibited with growing own knowledge, skills and leadership.
• Understanding of current bank technology and initiative in learning new bank technology.

EDUCATION & EXPERIENCE:

• High school diploma or equivalent
• 1- 2 years relevant experience
• Superior internal and external customer service experience
• Good communication skills
• Good organizational and time management skills
• Strong attention to detail
• Excellent interpersonal skills
• Knowledge of Outlook, Microsoft Word, Excel and Access

COMPETENCIES NECESSARY TO BE SUCCESSFUL IN THIS POSITION:

Customer Focus: Interacts with customers in a courteous, professional and knowledgeable manner. Ability to interact professionally and courteously within and between departments. Conduct all company transactions and interactions in an honest, professional and ethical manner. Initiative in building relationships with customers.

Job Knowledge: Understanding and proven experience of job responsibilities. Ability to make sound decisions drawing on knowledge and experience. Capable of analyzing and resolving customer or work related issues. Personal accountability and ownership exhibited with responsibilities. Initiative exhibited with growing job knowledge. Understanding of current bank technology and initiative in learning new bank technology.

Initiative: Takes proactive action(s) to accomplish non-routine tasks without specific direction. Willingness to seek out and take responsibility for additional work assignments. Ability to anticipate events, confront problems and take immediate action. Action taken to advance job knowledge.

Accountability: Understands objectives, priorities, and critical performance measures required to meet customer and company goals. Stays abreast of own performance and manages performance to achieve expected results. Keeps management informed of progress, issues and potential roadblocks in reaching goals. Actively seeks out feedback on own performance from customers, peers, and company management to identify and address areas of individual weakness that may affect department and company performance.

Quality/Quantity of Work: Produces acceptable amount of work within established time limits. Maintains a high quality of work as quantity increases. No unnecessary, repetitious, and/or unacceptable levels of errors with work. Produces and maintains required, compliant and accurate work. Is thorough in review of their work. Looks for ways to continually improve productivity. Adjust workflows and prioritizes tasks. Is resourceful in resolving issues. Maintains an organized work environment.

Adherence to Policies & Procedures: Understands and consistent adherence to bank's policies and procedures. Willingness to react and communicate in a positive manner to bank's policies and procedures. Compliant with maintaining customers, company and employee's confidential information. Uses good judgement in seeking guidance on a company policy or procedure. Honesty and integrity in handling all company, customer and employee related issues.

Interpersonal Relationship: Expresses thoughts and reacts positive in difficult or stressful situations. Willingness to cooperate with co-workers and manger(s) to accomplish a common goal. Capacity to create a positive work environment. Demonstration of commitment to the directive of the organization by actively and positively supporting management decisions. Responsive to suggestions for improvement and change. Capable of communicating effectively on all levels with courtesy and tactfulness. Attentive in keeping manager informed in a timely manner.

ADA REQUIREMENTS: Work is performed in an open office setting; one must be able to concentrate and perform work in an area that will likely result in the interruptions of one’s duties. Ability to stand for long periods of time. May be required to lift items weighing up to 25-50 lbs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

EQUAL EMPLOYMENT OPPORTUNITY POLICY: First Federal Savings Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

• This job description may not be all-inclusive. Employees are expected to perform other duties as assigned or directed by management. Job descriptions will be reviewed and may be modified when deemed appropriate by management. As business needs and staffing needs change, all positions at First Federal Savings Bank/Home Building Savings Bank are reviewed. Employee may be moved for business purposes to sustain business and staffing demands