Digital Banking Specialist - Member Support & Growth

Franklin-Mint-Federal-Credit-Union-1; Brandywine Summit (PA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive Salary

Generous Paid Time Off

Medical, Dental and Vision plans

Health Savings Account with employer ḥ

401K with employer match

Employer paid life insurance/AD&D

Short and Long term disability

Tuition Reimbursement

Training and Development Programs

Paid Holidays

Paid Volunteer Time Off

Job summary

Franklin Mint Federal Credit Union seeks a Digital Banking Support professional to enhance member experience across online banking and mobile platforms. You will handle member inquiries, troubleshooting, and liaison tasks with Risk Management, Treasury Services, and third-party providers.

Responsibilities include creating QA reports, updating member data, and supporting upgrades and new features rollout within the digital banking suite.

Qualifications

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

Responsibilities

• Creates and reviews multiple Quality Control reports and updates member profiles across all systems.
• Provides frontline support to digital banking channels (online banking, mobile apps, etc.) and handles service requests.
• Troubleshoots login/access issues, transactions, and feature navigation.
• Monitors system alerts and escalates technical issues to internal teams or vendors.
• Supports Risk Management with monitoring and mitigation strategies for online banking.
• Assists in the development and engagement of the Q2 Support Team and related processes.

Skills

Customer Service

Technology Minded

Interpersonal Skills

Analytical / Problem Solving

Organizational Skills

Verbal / Written Skills

Microsoft Office

Education

High School Diploma

Associate's degree preferred

Tools

Q2 Certification training

Job description

Franklin Mint Federal Credit Union seeks a Digital Banking Support professional to enhance member experience across online banking and mobile platforms. You will handle member inquiries, troubleshooting, and liaison tasks with Risk Management, Treasury Services, and third-party providers.

Responsibilities include creating QA reports, updating member data, and supporting upgrades and new features rollout within the digital banking suite.