Internet Services Support Specialist

2 weeks ago

San Antonio, Texas, United States IBC Bank Full time

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.

Time Type:

Full time

This is an in-office position.

Department:

832 Online Banking Administration

Job Summary:

The Internet Services Support Specialist is responsible for maintaining the IBC website and portal, providing online & mobile banking support, and supporting eMedia.

Job Description:

ESSENTIAL JOB FUNCTIONS

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

  • Support Online Banking Operations (Daily production issues – Bill Pay, Transfers, etc.)
  • Troubleshoot escalated customer support issues to include but not limited to: Online banking activity (Bill pay, transfers, fraud, etc.).
  • Assists with defects & enhancements for online and mobile banking. Opens tickets with Q2 for tracking
  • Performs QA testing for any new changes for online and mobile banking
  • Assist VIPs with IBC Bank Online support
  • Fulfilling Service Level Agreements for every type of issues
  • Responsible for supporting all project follow-up and testing to include fixes, enhancements + upgrades for Online and Mobile Banking Products (Consumer/Retail Platform)
  • Update and execute test plans, reviewing and updating release notes published by the Vendors in their portals
  • Reporting and follow up of issues/errors identified during the testing
  • Follow up on issues escalated in vendor portals
  • Daily checking of the systems to identify errors/issues in the daily operation
  • Escalate vendor issues to Online Services Manager
  • Evaluate daily reports for activities and actively participate in Daily Operations meeting with the Online Services manager
  • Assist Online Services Manager with tasks and/or projects.
  • Assist to develop and maintain Policies & Procedures for Online Banking, Website & Portal
  • Attend webinars and seminars to continue to gain knowledge of processes that effect Online Banking, Mobile Banking, Compliance, eSign, etc.
  • Perform other duties as necessary and assigned

SKILLS

  • Effective oral and written communications skills
  • Typing 30 wpm and ten key by touch
  • Proficient in MS Office
  • Proficient in Adobe Creative Suite (Photoshop, Flash, etc)
  • Familiar with Quicken, QuickBooks
  • Bilingual preferred

EDUCATION & EXPERIENCE

  • College degree desired; banking experience may take the place of college education
  • Previous banking experience highly desired

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