Digital Banking Coordinator

We are currently recruiting for a Digital Banking Coordinator. The individual chosen will support the Consumer Digital Banking platform, including Online and Mobile Banking, ACH services, Alerts, Bill Payment, Remote Deposit Capture, Zelle, and other related digital offerings. Responsibilities include managing daily operational tasks, resolving issues, escalating vendor cases, assisting with fraud risk monitoring, generating reports, overseeing procedures, and collaborating cross-functionally within the organization.

Responsibilities also include, but are not limited to:

• As the subject matter expert, providing assistance to staff regarding digital banking inquiries, troubleshooting issues and resolving them efficiently. Monitoring system performance and proactively escalate issues to minimize downtime and maximize user experience. Additionally, providing support to the processing team by reviewing the Remote Deposit Capture function and assisting with queue reviews.
• Developing and maintaining up-to-date resources and job aids for front line staff to ensure they are well-equipped to assist members with digital banking services. Reviewing incoming staff questions to identify trends and collaborating with Learning & Development to ensure staff receive relevant content that supports Digital Banking inquiries. Staying informed about new features, system updates, and best practices.
• Generating and distributing detailed reports on digital banking usage ensuring reports clearly highlight key trends and performance metrics. Proactively monitoring for suspicious activity and collaborating closely with the Asset Protection team to detect and address fraud. Participating in the continuous improvement of fraud detection protocols and working with internal teams to implement system enhancements that strengthen security measures.
• Partnering with IT and project teams to test, implementing, and ensuring the successful roll out of new features and updates, aligning these changes with organizational goals and enhancing overall system performance. Assisting in testing and troubleshooting new platform functionalities, collecting feedback from internal stakeholders and members to ensure digital services effectively meet their needs. Continuously monitoring member feedback, identifying pain points in the user journey, and collaborating with relevant teams to implement improvements that optimize the digital banking experience.
  

Performance Measurements include:

• Assuring member service is top priority which includes treating members and other employees professionally with courtesy and respect and upholding MHV Service Standards.
• Developing and maintaining effective and productive working relationships with user departments, senior managers, and vendors.
• Producing accurate monthly reports on digital banking usage, fraud activity, and system performance, with insights for improvement.
• Collecting feedback from staff, members, and teams about digital banking services and escalating this as necessary.
• Using sound judgment when making decisions in normal situations. Continuing to be adaptable, and to adjust to change with reasonable instruction.
• Keeping management informed regarding key operational issues affecting the department.
• Acting as a team player which includes occasionally making recommendations for operational efficiencies.
• Demonstrating thorough knowledge of the job which includes staying abreast of current trends affecting the financial services industry and having an overall knowledge of the credit union, its policies and procedures.
• Continually expanding knowledge and developing skills.

Knowledge and Skills:

• Three years to five years of similar or related experience.
• A high school education or GED.
• Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Strong time management; ability to manage multiple workloads with successful results; ability to work independently; organizational skills, excellent verbal and written communication skills, listening skills, problem analysis and problem resolution; above average interpersonal skills and proficiency; computer skills (i.e., Microsoft Office)
• Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in an emergency situation.
• Normal range of vision and hearing abilities required. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
• Work is generally performed within an office environment, primarily in a climate-controlled environment with minimal safety/health hazard potential. Sedentary, sitting, standing, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use, standard office equipment available.

Benefits include:

• Medical, Dental and Vision - with no waiting period for coverage!
• 401(k) with employer match and non-elective employer contribution
• Paid Vacation, Sick time and Holidays
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Employee Assistance Program
• Tuition Assistance Program
• Professional Development Programs
• Discounted Loan Rates and Fees

Equal Employment Opportunity Commitment

Mid-Hudson Valley Federal Credit Union (MHV) is an Equal Opportunity Employer. It is our policy to recruit and select applicants for employment without regard to age, sex, sexual orientation, religion, race, creed, color, national origin, military or veteran status, marital status, disability, genetic information, predisposition or carrier status, domestic violence victim status, or any other status protected by applicable law. Reasonable accommodation is provided in compliance with state and federal law. Please tell us if you require a reasonable accommodation to complete the screening and hiring process or if some sort of change or adjustment to the application/interviewing process is required.

Salary : $27 - $41