Digital Banking Associate/Hybrid

Franklin Mint Federal Credit Union, Inc.; Northern (KY); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Salary commensurate with experience

Medical, Dental and Vision plans

401K with employer contribution and 1:

Health Savings Account with employer

Flexible Spending Accounts

Employer paid life insurance/AD&D

Tuition Reimbursement

Paid Holidays

Paid Vacation

Job summary

Franklin Mint Federal Credit Union, Inc. seeks a Full-Time Digital Banking Support Specialist to drive member adoption of online and mobile banking.

You will handle access, security, and basic troubleshooting across multiple digital channels while coordinating with treasury services and risk management teams. Key tasks include monitoring alerts, updating profiles, and assisting with digital upgrades and feature rollouts to enhance member experience.

Qualifications

• High School Diploma and 1-3 years of experience in financial services industry or technology related customer service.
• Experience in financial technology or completed Q2 Certification training
• Associate's degree preferred

Responsibilities

• Creates and reviews Quality Control reports and updates member profiles across systems.
• Performs admin duties across applications for user access and service requests.
• Provides frontline support to digital banking channels (online banking, mobile apps, etc.).
• Troubleshoots login/access issues, transactions, and feature navigation.
• Monitors system alerts and escalates issues to internal teams or vendors.
• Assists in development of processes for timely requests in digital banking area.
• Supports digital banking upgrades, testing and new feature rollouts.
• Acts as liaison to Risk Management for monitoring and mitigating risk in online banking.

Skills

Customer Service

Tech Savvy

Interpersonal Skills

Presentation Skills

Motivated/Works Independently

Analytical/Problem Solving

Organizational Skills

Detail Oriented

Verbal/Written Skills

Microsoft Office

Prioritize/Multi-Task

Education

High School Diploma

1-3 years in financial services or tech support

Q2 Certification training

Associate's degree preferred

Job description

Job Details

Job Location: Digital Banking/Payments - Chadds Ford, PA 19317Position Type: Full TimeEducation Level: High SchoolSalary Range: $21.39 - $28.93 HourlySummary

Supports member adoption, usage and satisfaction with digital banking platforms by performing a variety of functions related to the operations, servicing and growth of digital banking, including Third-Party and support Treasury Services. Areas of expertise will include Digital Banking Applications, Bill Pay Services, Statements, and Core Agreements.

Key Responsibilities

• Creates and reviews multiple Quality Control reports and makes changes to member profiles across all systems.


• Performs administrative duties across multiple applications, pertaining to user access and service requests for specific applications.


• Provides frontline support to digital banking channels (online banking, mobile apps, remote deposit capture, eStatements, bill pay, P2P payments, card management, etc.), submitted via, phone, email or activity manager tickets.


• Troubleshoots login/access issues, transactions, and feature navigation.


• Monitors system alerts and escalates technical issues to the appropriate internal teams or vendors.


• Monitors the system-generated messages to detect any anomalies in member activity, including Enrollment, Change of Contact Info, etc.


• Supports Business Banking area with Treasury Service and business members within online banking, including ACH,Positive Pay, Remote Deposit Capture and wires.


• Works with the Digital Banking Manager and Analyst to develop/enhance processes and procedures for the timely processing of requests within the digital banking area.


• Supports implementation of digital banking upgrades, testing and new feature rollouts.


• Performs duties as a liaison to Risk Management, related to the development of Risk/Behavior monitoring and mitigation strategies. Develops areas of focus in both Online Banking and Risk Management software to help with the detection of risk patterns and loss prevention.


• Assists Analyst with the development and engagement of the Q2 Support Team, and strategies for improvement.


• Compiles data and helps prepare content for presentations across the Credit Union, in collaboration with the Digital Banking Manager and Analyst.


• Provides feedback on common issues and recommend enhancements to improve digital services.


• Maintains awareness of internal policies and procedures related to digital banking.


• Cross trains in other disciplines within the Digital Banking & Payments department, and provides coverage when necessary.


• Monitors related cases opened with vendors, and responds when necessary.


• Participates in any support or development-related meetings, projects, activities, etc., as needed.


• Answers inquires and communicates in a timely, professional manner to all internal and external members. Escalates issues to supervisor when necessary.


• Stays current and informed on industry standards and all pertinent job and department functions. Implements and adheres to changes as necessary.


• Looks for efficiencies and opportunities to recommend changes to policies and procedures within department.


• Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Asset Control (OFAC) to ensure the safety and soundness of the Franklin Mint Federal Credit Union and its members.

QualificationsEducation/Experience

• High School Diploma and 1-3 years of experience in financial services industry or technology related customer service. Equivalent experience will be considered.


• Experience in financial technology or completed Q2 Certification training


• Associate's degree preferred

Other Qualifications

Strong demonstrated abilities required:

• Customer/Member Service


• Technology Minded / Tech Savvy


• Interpersonal Skills/Team Player


• Presentation Skills


• Motivated/Works Independently


• Analytical/Problem Solving


• Organizational Skills


• Detail Oriented


• Verbal/Written Skills


• Microsoft Office


• Prioritize/Multi-Task

Also Required:

• Ability to work a flexible schedule, including some weekends


• Must maintain confidentiality

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to sit for extended periods; occasional standing


• Frequent use of hands/fingers for typing and operating standard office equipment


• Ability to hear and speak clearly


• Visual acuity to read computer screens and written documents


• Minimal physical exertion; occasional walking

Other Duties

This job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time.

What we offer to our team members:

• A competitive salary


• Team Based Incentives and Performance Bonus Opportunities


• Referral Incentive Opportunities


• Generous Paid Time Off


• Medical, Dental and Vision plans


• Health Savings Account with employer contribution


• Flexible Spending Accounts


• 401K with employer contribution and match


• Employer paid life insurance/AD&D


• Supplemental insurance plan options


• Employer paid Short and Long term disability programs


• Paid Family Leave


• Tuition Reimbursement


• Training and Development Programs


• Paid Holidays


• Paid Volunteer Time Off


• Employee Assistance Programs


• Pet Insurance

Equal Employment Opportunity

FMFCU/SFN is an equal opportunity employer and prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), age (40 and over), national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed service member status or any other status protected by federal, state or local law.

Offered pay rate for this position typically aligns with the minimum to midpoint of the salary range and varies based on factors such as qualifications and experience, budget, and internal alignment.