Digital Banking Associate

4 weeks ago

Fort Washington, United States TruMark Financial Credit Union Full time

**Job Title**:Digital Banking Associate** Department**:Digital Solutions

**Reports to**:Digital Solutions Manager** Cost Center**:
**FLSA Status**: Non-Exempt **Location**:Fort Washington

**Salary Grade**:S/T 70** Job Code**:
**Subordinate Reports**: None** Date Revised**: May 2024

**Officer Title**:
**Position Summary**

**Essential Functions**
- Provide accurate and efficient servicing, implementation, and technical support of all digital banking products.
- Ensure releases, implementations, internal and external questions are handled timely while escalating recurring or serious issues when necessary.
- Collaborate with digital banking vendors and assist with support and vendor ticket management.
- Troubleshoot all issues with digital banking products escalated by internal partners and credit union members and track reoccurring issues.
- Maintain service tickets for digital baking providers including third and fourth parties.
- Work with the Digital Banking Manager to develop or enhance processes/procedures involving the digital banking area.
- Support UAT execution and smoke testing of all digital banking systems and platforms scheduled releases, as well as maintaining new features and enhancements, and projects.

**Additional Functions**
- Assist with monitoring mobile app stores for member review and respond to ratings.
- Manage vendor invoice and complete account payable worksheets.
- Collaborate with the fraud department to identify at-risk members and detect fraudulent patterns in digital banking systems.
- Assist with managing ATM/ITM fleet, front line resolution and deployment such as: ATM/ITM installs, relocations, and/or removal of ATM/ITM hardware and software.
- Complete annual ATM inspections.
- Monitor ATM network daily.
- Adhere to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure safety and soundness.
- Maintain technical and professional knowledge by attending educational workshops and training, obtaining relevant professional certifications, reviewing professional publications and books, establishing personal networks, participating in professional associations, and staying informed of any legal, policy and procedural changes relating to digital banking.
- Keep informed of industry changes, trends, and best practices, and assess the potential impact on processes and procedure.

**Job Requirements**
- Strict attention to details and thoroughness in the completion of job duties.
- Use of critical thinking, logic, and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Thorough analysis of information and use of logic to address complexity of data and information.
- Developing constructive and cooperative relationships with others.
- High level of coordination, organization, planning, and prioritization of work, and management of one’s own time.
- Honesty, integrity, and ethical behavior.
- Willingness to take on responsibility and challenges.
- Flex time may be necessary to accommodate the needs of the department including weekend and night and early morning implementations and releases.

**Qualifications**
- High school diploma or equivalent.
- 2-3 years of banking and/or credit union experience
- 1-3 years in digital banking and systems management including working knowledge of or administrative experience in the functionality of digital banking systems such as online and mobile banking platforms, payment processing, and account opening platforms.

**Licenses and Certifications**

N/A

**Knowledge, Skills, and Abilities**
- Knowledge of digital banking technology, systems, platforms, software, and hardware in digital banking and core processing including technical language of computer programming, computer engineering, and project management.
- Knowledge of principles and practices to ascertain and assess customer needs, meet quality standards of customer service, and evaluate customer satisfaction.
- Fundamental knowledge of accounting, finance, and economic principles.
- Strong knowledge of banking principles and practices.
- Knowledge of administrative and clerical procedures and systems such as word processing, managing data, files, and records, designing forms, and other office procedures.
- Knowledge of project management principles and practices.
- Experienced in corporate-level projects with excellent oral, written, and presentation skills.
- Excellent computer skills in a Microsoft Windows environment including proficiency in Word and Excel.
- Ability to collaborate and relate well to all kinds of people, build appropriate rapport and constructive, effective relationships, and use tact and diplomacy to handle situations comfortably.
- Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not

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