Online Banking Support Specialist I

Our Mission is to help Members grow financially.

Our Vision is to be Members' First Choice for all Financial Services.

We can achieve these goals through our commitment to providing excellent service to our membership and our communities. And it all starts with YOU! We are looking for a service-minded individual to join our team in order to continue to provide the high-quality service our members expect from us.

Our full-time team members enjoy a wealth of benefits including employer-paid medical and dental insurance premiums, competitive pay, and a 401(k) plan with an employer match. The great service we provide to our Members is reflected in our team environment and the professional development opportunities our positions offer. People Helping People is what we do every day.

Submit your application to us today and let us be the First Choice for your new career journey!

About Us:

Knoxville TVA Employees Credit Union is a not-for-profit, Member-owned, and locally operated financial institution serving the financial needs of its communities of Membership. We have 25 locations throughout East Tennessee and we serve more than 264,000 Members. The Credit Union helps Members grow financially by offering a variety of accounts including: checking, savings and investments. Also offered are competitive loan rates on new and used autos and recreational vehicles, mortgages, personal loans and credit cards.

Pay: Starting Range is $18.50 - $20.50, depending on work experience

Benefits:

• Employer-paid health and dental insurance monthly premiums
• Accrual of PTO Leave
• Employer-matched 401k, 50% match up to 6% of employee contributions
• Employer-paid Group Life Insurance and Long-Term Disability benefits
• Potential bonus up to 11% of average salary over the past year based on Credit Union-wide goals
• Paid Holidays and Paid Training
• Potential pay increases through additional training opportunities
• Opportunity to earn incentive pay
• The ability to help serve your local community through our mindset of People Helping People!

The schedule for this position is Monday - Friday, 8am - 5pm and two Saturdays per quarter.

PRIMARY RESPONSIBILITIES:

Provide communication support for OLB, Bill Pay, E-mail, P2P, Mobile Deposit, payment options, E-Statements, and Message Board by answering phones, IMs, and correspondence.

Troubleshoot technical and non-technical issues, perform simple account transactions, and answer general Credit Union services questions.

Responsible for providing support for the variety of Payment options offered by the Credit Union, both internal and external, including E-Statements, Mobile Deposit, and Message Board.

Stay up to date with changes to the OLB platform, services and updates, including testing the newest releases/versions.

Support and assist Credit Union staff with all OLB questions and concerns.

Work directly with the OLB vendor’s support team; add and update tickets within the current ticket system and work with all other third-party vendors, as necessary.

Report known problems, potential problems, or difficulties getting issues resolved to the Online Banking Specialist II and/or managers.

Know the Credit Union products and services to be able to cross-sell and assist members.

Assist with ACH, Share Draft, and other Automated Services duties, as needed.

Follow all Credit Union policies, procedures and regulations.

Represent the Credit Union in a professional manner (including but not limited to appearance, behavior and performance).

Maintain regular and predictable attendance.

Work cooperatively with others.

All other duties as assigned.

POSITION COMPETENCIES:

Service – Excellent interpersonal skills and professional demeanor. Ability to develop relationships with members to meet financial needs through the relevant suggestion and referral of Credit Union products and services.

Job Knowledge – Technically and professionally skilled in all position responsibilities and duties. Seeks new skills and opportunities for self-development.

Quality – Ability to be flexible and have a service-oriented view to fulfill member, employee and Credit Union needs. Perform tasks with a high level of accuracy while maintaining attention to detail.

Teamwork – Ability to work as a team as well as independently to meet goals and objectives and to meet the needs of all members.

Analytical – Work systemically and logically to resolve problems, identify causation and anticipate unexpected results. Manage issues by drawing on own experience and knowledge and call on other resources as necessary.

Communication – Ability to handle situations with tact and respect. Ability to maintain confidentiality of member information.

Initiative – Demonstrate a desire to do the job to the best of ability and have a desire to learn new techniques and skills.

Planning/Organizing – Ability to work under deadlines with frequent interruption; and the ability to balance multiple projects/activities with varying deadlines.

Quantity – Ability to meet established goals.

QUALIFICATIONS:

Education/Experience – High school diploma or equivalent. Related experience in online channels and member service.

Qualifications and Requirements – Individual must possess the knowledge skills and ability required to execute the essential functions in a satisfactory manner.

Language – Ability to read and comprehend simple instructions, short correspondence and policies and procedures. Ability to write simple correspondence. Ability to speak and relay messages without confusion and effectively present information in one-on-one and small group situations.

Mathematical – Ability to add and subtract two-digit numbers and to multiply and divide. Ability to perform these operations using units of American money.

Reasoning – Ability to use sound reasoning in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Possess analytical and problem-solving skills to assist members using independent judgment.

Computer – Ability to operate related computer applications including Word, Excel and email. Proficient typing skills. Ability to operate other business equipment including adding machine, coin, and money counting machines and telephone.

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)