Digital Support Analyst - Full-Time (40 Hrs/Wk)

We know what you're thinking. "What kind of name is IncredibleBank?"

Well, we're glad you asked.

With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

About the Role

We are eager to discuss the prospect of you joining our team as our next incredible team member!

This position allows you to partner with other team members and key stakeholders to provide Incredible Customer Experiences of your own! Duties and responsibilities may include:

• This cross-functional position exists to support electronic banking products and services including ACH, debit cards, wire transfers, consumer online & mobile banking, and eStatements; as well as cash management products and services including business online & mobile banking, business bill pay, positive pay, ACH origination, mobile & remote deposit capture, and online wire transfers.
• Prepare Cash Management Service Agreements and coordinate the collection of required signatures.
• Create online banking profiles for business customers to include all requested users and user permissions.
• Assist Branch Network Staff and/or customer with online and mobile banking system navigation, maintenance, or troubleshooting as needed.
• Review and approve or reject customer requests for access to consumer mobile deposit.
• Set up Bill Pay & eStatements, Check Positive Pay, ACH Positive Pay, ACH Origination, and/or Online Wire Origination for business customers and assist with usage as needed.
• Assist with permanent and temporary ACH and Wire risk limit increases within established authority amounts.
• Perform limited risk assessments (for non-loan customers), which includes completing a risk profile on new customers or existing customers prior to the onboarding process.
• Process outgoing ACH files to be originated by the Bank.
• Process all incoming ACH Returns & Notifications of Change (NOC) entries.
• Performs daily reconciliations of bill pay and wire settlement accounts.
• Screen incoming and outgoing financial transactions against the Office of Foreign Assets Control (OFAC) Sanctions List and identify any potential matches that require further investigation.
• Input and initiate outgoing wire transfer requests to Federal Reserve per wire policy & procedures.
• Research and correct inbound wire transfers from the Federal Reserve that do not post automatically to a customer or internal account.
• Process debit card disputes received by customer and colleagues by adhering to Regulation E timelines. Advise customer of decision outcomes using regulatory approved notices.
• Assemble or prepare documentation for internal and external audit requests. Works with any follow-up questions resulting from the information provided. Helps remediate any audit findings.
• Perform dual control and accuracy reviews of critical processes completed by other members of the team

This is a regular full-time hourly non-exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm CST Monday through Friday.

This position will work on-site at our IncredibleBank branch location on 17th Avenue in Wausau, WI.

About You

You do what is right over what is easy. You don’t settle for good enough. You’re driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Those attributes are just a few things our incredible employees have in common.

And, if you are looking for an opportunity to join a dynamic team, we’d be so excited to learn a little more about you and your interest in joining the team! Our recommended and preferred qualifications are:

• Associates Degree in related field, or 3-5 years related experience and or training; or equivalent combination of education and work experience.
• Familiarity and utilization of cash management/digital banking services – such as mobile banking app – preferred.
• Familiarity with ACH rules and regulations, Zelle Network Participation Rules, Back Secrecy Act, and FDIC procedures and regulations a plus.
• Have strong communication skills to address customer phone calls and email inquiries.
• Detail oriented and well organized.

About Our Benefits and Compensation

Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we’re willing to discuss up front.

And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Check out our total rewards package at: https://incrediblebank.mybenefitsapp.com/

About the Company

IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn’t awarded as one of America’s Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn...

We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that’s what makes us America’s first national online community bank. And who doesn’t love the idea of a national community?

Today, IncredibleBank is a $2.0 billion-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it’s less about size than it is about culture. That’s why we’re especially proud to have been certified as a Great Place to Work.

Learn more about our Great Place to Work engagement results here: https://www.greatplacetowork.com/certified-company/7022621

IncredibleBank is an Equal Opportunity Employer. We will consider applicants for our positions without regard to any category protected by applicable federal, state, or local law, including but not limited to: race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.