Digital Banking Specialist (On-Site)

Summary/objective 

Provide members with assistance with digital banking platforms, request for services and/or information.  Assist and offer support to branches regarding digital banking needs or inquiries.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

•    Answer all incoming calls

•    Assist all members and employees with various requests

•    Add, delete and verify accounts for online services and digital applications

•    Talk to members via phone or Chat to verify pending transactions

•    Reviewing accounts with suspicious online activity 

•    Navigate Q2 Central, Co-Pilot, Sentinel and other related websites efficiently 

Competencies

•    Strong detail orientation for accuracy in processing  

•    Strong computer skills

•    Excellent oral and written communication skills, including telephone communication skills 

•    Proactive communicator and problem solver

•    Strong customer service skills

•    Strong digital banking working knowledge of the IMCU app and online banking services including bill payment, mobile deposit, Member2Member, Send Money and all other features available to our members

•    Working knowledge of Episys

•    Working knowledge of Synapsys

Supervisory responsibilities

•    None

Work environment

•    Office environment

•    May be asked to work remotely temporarily

•    Flexible work schedule including working some Saturdays

Physical demands

•    Sitting for extended period of time

•    Handling – ability to touch, feel, lift, operate and control equipment, materials and objects with hands

•    Reaching – ability to thrust out the hands to retrieve an object

•    Seeing – ability to have power of sight

•    Hearing – ability to be aware of sounds by the ear; consistent ability to communicate with other via phone

Travel required

•    Minimal

Required education and experience

•    High School diploma or equivalent

•    12-months credit union experience

•    Knowledge of credit union policy and procedures

•    Good math aptitude and data entry experience

•    Well versed in IMCU’s digital delivery and platforms

Preferred education and experience

[Indicate requirements that are job-related and consistent with business necessity] 

•     24-months credit union experience

•     Experience with looking at fraudulent/suspicious accounts or transactions