eServices Support Tech

About Us:   Via Credit Union was founded in 1936 and has grown to serve members in 6 branches and 12 Field of Membership Counties*.  

*Field of membership counties:  Blackford, Delaware, Grant, Hamilton, Howard, Huntington, Kosciusko, Madison, Miami, Tipton, Wabash, and Wells

Candidate Tip: Add "apps.bamboohr.com" to your email contact list so you make sure to receive emails regarding your application.

Overview: The eServices Support Tech is a key subject matter expert for the digital products supported by the eServices Department. This role serves as the primary point of contact and resource for both staff and members requiring advanced eServices assistance and plays a critical role in ensuring issues are identified and resolved efficiently and effectively.  Maintaining current knowledge of all eServices systems including upcoming enhancements and new functionality, is essential. The eServices Support Tech also works closely with the eServices Coordinator and the VP of Applications Development to support, test, develop and continuously enhance member-facing digital systems.

The scheduled work week is Tuesday - Saturday (noon), unless otherwise specified. 

Reasonable Accommodations Statement:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Essential Functions:

• Maintain up-to-date knowledge of Via Credit Union’s products, services, policies, and procedures.
• Maintain up-to-date knowledge of all eServices products, updates, and ongoing projects.
• Communicate with both technical and non-technical staff and members across multiple channels.
• Be the primary resource for staff and members with advanced eServices support issues.
• Open tickets/cases with vendors for eServices issues as needed with thorough follow-up until resolved.
• Manage and resolve internal eServices support tickets and cases, ensuring timely resolution.
• Work with the eServices Coordinator, VP of Applications Development, vendors and staff towards the enhancement of all digital services, reviewing and improving processes, supporting product implementation and roll out, navigating product updates, and determining operational procedures for other departments and members.
• Document system problems, questions and resolutions for future reference in ViaVault.
• Document and maintain systems and procedures for staff in ViaVault.
• Maintain the safety and security of the computer room.
• Other duties as assigned.

Position Expectations:

• 
  Demonstrate and consistently model the ViaCU brand based on the mission, vision, and values.
• 
  Demonstrate honesty and integrity and be seen as credible in the workplace.
• 
  Accept responsibility and be accountable for your actions.
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  Demonstrate ability to take care of the members’ needs while following company procedures.
• 
  Demonstrate and model strong interpersonal skills, maintain a positive and respective attitude.
• 
  The ability to formulate sound decisions using the available information.
• 
  Act as a role model within and outside of the department.
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  Adhere to company policies and procedures, maintaining confidentiality, and demonstrating the ability to handle sensitive matters.
• 
  Excellent organizational skills and initiative to improve processes.
• 
  Communicate regularly with department head about issues.
• 
  Demonstrate flexible and efficient time management, ability to work independently and prioritize work and complete within given deadlines.

Qualifications:

Education:  High School Diploma or equivalent

Experience:  Experience with Digital Banking, Bill Pay, Remote Deposit Capture and various member facing technologies preferred.

Computer Skills: 

• Basic computer skills including Word and Excel 
• Must have demonstrated strong computer skills and experience.
  

Mission:  People helping people achieve financial success.

Vision:  Via Credit Union is committed to member service while maintaining financial stability.

Values:

• Honesty and Integrity
• Service Beyond Expectations
• People First
• Committed to Serve
• Foster Growth & Knowledge
• Excellence
• Have Fun

Benefits Summary:

• Affordable medical and prescription, dental, and vision (employer co-pay)
• Flexible Spending Account – Dependent Care & Unreimbursed Medical
• Basic Life Insurance (employer paid)
• Voluntary Life & AD&D
• Long Term Disability & Travel AD&D (employer paid)
  
• Paid Time Off:  Vacation, Sick,
  Personal, 9 paid holidays, and bereavement
• Community Service Day: Employer paid
• Bereavement Pay

Financial & Retirement Planning

• Competitive Pay
• Annual Performance Reviews
• Incentive Pay: Some positions qualify for incentive pay
• 401(k):
  • Safe Harbor Non-Elective (employer paid)
  • Elective Deferral: Employee contribution, minimum of 1%
  • Company Match: Employer contribution, dollar for dollar, up to 3% of annual compensation
  • Discretionary Profit Sharing

Physical Demands:

N (Not Applicable)  Activity is not applicable to this position.

O (Occasionally)  Position requires this activity up to 33% of the time (0 - 2.5 hrs/day)

F (Frequently)  Position requires this activity from 33% - 66% of the time (2.5 - 5.5 hrs/day)

C (Constantly)  Position requires this activity more than 66% of the time (5.5 hrs/day)

Occasionally:  Stand, Squat or Kneel, Bend, Lift/Carry and Push/Pull 11 -100 lbs

Frequently:  Walk, Climb, Reach above Shoulder, Reach Outward, Bend, Lift/Carry and/or Push/Pull 11-20 lbs

Constantly:  Sit, Reach Outward, Manually Manipulate, Visual Accuity, Talk, Hear/Listen, Lift/Carry 10 lbs or less, Push/Pull 12 lbs or less

Not Applicable:  Crawl

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee may be in a fast paced, stressful environment. Some outside environmental conditions, especially while traveling to meetings, training, or meeting with members.  The noise level in the work environment is usually moderate.

Salary : $24 - $30