Online Banking Specialist

Online Banking Specialist

 The primary purpose of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community,” by delivering outstanding service to both internal and external members.   In addition, the Online Banking Specialist is primarily responsible for performing member-oriented, self-assisted, and self-service channel guidance to our members using the available electronic services.  The Online Banking Specialist serves as a subject matter expert in the areas of online banking, mobile banking, and other accessory online banking products and services to support both members and internal staff. The incumbent conducts oneself in a professional, friendly manner with an emphasis on member education and quality of service. Assists members and supports other related branch activities. The Online Banking Specialist is also responsible for assisting the frontline staff in research requests and operational issues. 

Community Credit Union of Florida is an Equal Opportunity Employer (EEO) and supports a drug-free workplace.

ESSENTIAL DUTIES

1. Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.

1. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises, and meets all established service goals.

1. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization. 

1. Assists in attaining established departmental goals and adhering to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.  

1. Provides operational and technical support to internal and external members seeking assistance with all aspects of online banking, which may include but is not limited to:   responding to the online banking helpdesk requests, completing all secure requests submitted by members through online banking, processing service limit increases, bill pay, external or Zelle transfer disputes as requested by members while incorporating risk mitigation best practices, and serving as the subject matter expert for online banking issues. 

1. Escalate instances of suspected fraud to the Fraud/Risk Department for further review.  

1. Assists members with troubleshooting computer and/or mobile issues within online banking, which requires proficient knowledge of the online banking product and personal use of the online banking services.

1. Provides member support for bill pay, including payment issues, address updates, and account closures.

1. Processes, approves, or rejects member applications for External Funds Transfer, Zelle, bill pay, ACH/Wires, and other online banking products and services.  If the decision is above the approval authority of the Online Banking Specialist, the incumbent will work with senior team members or the VP of Digital Experience to obtain approval.

1. Collaborate with the Commercial Services department to assist business members with enrollment of online business services, including ACH/Wires, Shared Access, QuickBooks, and remote deposit services.

1. Assists with downloading daily external loan payment and ACH/Wire transactions requested through the online banking channel.

1. Take ownership of errors and look for solutions to correct them appropriately for members.

1. Ensures electronic activities are completed promptly and conforms to the established policies and procedures of the credit union.  Views and analyzes reports generated from transactions conducted via online channels that require time-sensitive approvals.

1. Adheres to performance and quality standards based on established operations metrics, including turnaround times that are outlined in the balanced scorecard and performance reviews that are measured monthly and reported during feedback sessions.

1. Assists and supports members conducting banking transactions electronically through strong written and verbal communication.  Must be able to quickly identify the needs of the members, analyze the situation, and provide an efficient solution.  Must be able to research and troubleshoot to solve issues in which the answers may not be immediately identified. 

1. Makes recommendations and assists with updating job aids for all online banking-related services.

1. Assist the project management team by participating in end-user testing of new products, procedures, or processes to ensure efficiency and workflow improvements.

1. Processes online banking operational functions, including but not limited to, daily closed checking, daily closed loan, and monthly closed membership reports to ensure all online banking services have been removed from closed accounts.  Assists with other departmental reports as needed.

1. Works with the Operations Department and the Training Department to provide training to new employees and recurrent training to existing employees in the areas of online banking.

1. Continuously takes initiative to learn all aspects of online products and services features to better serve the members.  Keeps abreast of industry patterns and trends in relation to online and mobile banking products and offerings to be innovative and remain up to date on the latest technology and electronic service trends.  

1. Identifies, monitors, and investigates suspicious fraud activity as it relates to online or mobile banking services and creates detailed reports documenting incidents.  Works with the Risk Management group to assist members and update accounts with fraudulent activity.

1. Provide back-up assistance with other department functions, specifically Wires and ACH.

1. Follows policies and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.

1. Performs other related duties as assigned and works on special projects as assigned.

 ENVIRONMENT AND PHYSICAL ACTIVITIES

The environment for this position is an open, non-confined office-type setting that is clean and comfortable, where the incumbent is free to move about at will.   It may include some minor annoyances such as noise, odors, and drafts.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color, and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling and reaching 

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, computer terminal, personal computer, and related printers.

MENTAL DEMANDS 

The incumbent in this position must be able to read documents or instruments, perform detailed work and problem solve, possess excellent member contact and verbal and written communication skills, have strong math and analytical reasoning skills, and have the ability to effectively handle stress, multiple concurrent tasks, and constant interruptions.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the position satisfactorily.   Individual abilities may result in some deviation from these guidelines.

• Associate of Arts (AA) degree and at least two (2) to five (5) years of related experience and/or training; or the equivalent combination of education and experience in customer service in a financial institution.  Work-related experience should consist of financial institution operations, exceptional customer service, and a sales background.   Work experience should also consist of experience working with a digital banking vendor, as well as making risk-based decisions regarding the approval of online services to members.   Educational experience, through in-house training sessions, formal school, or financial industry-related curriculum, should be business or financial industry-related.
• Possesses a thorough knowledge of credit union policies, rates, and the documents and disclosures necessary to ensure compliance and consistency with current regulations. 
• Proficient in all Microsoft Office applications and computer skills with effective typing abilities to meet the production needs of the position.
• Experience and understanding of third-party vendor (i.e., NCR) financial software necessary to educate and provide assistance to the members.
• Intermediate to advanced experience and knowledge of operational activities, terminology, products and services, related state and federal compliance regulations, and operational policies.  
• Intermediate math skills; calculate interest and balance accounts, add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and locate routine mathematical errors. 
• Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and communicate clearly to members and employees.
• Effective organizational and time management skills, with the ability to multitask, and the ability to work with minimal supervision and inspection of work while performing duties, and being a strong team player.
• Ability to handle somewhat complex problems in nature requiring some analysis or research to determine best solutions using independent judgment, discretion, and initiative in the absence of specific directions from management.
• Current Florida driver’s license and a vehicle with appropriate insurance coverage, if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.