Digital Services Administrator

A+ Federal Credit Union; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

A+ Federal Credit Union is seeking a member services-focused specialist for the Digital Services Department to research and answer account inquiries accurately, while ensuring regulatory compliance.

You will review Risk Fraud Analytics Suspects, resolve eService issues, assist with cash management tasks and contribute to monthly reporting and analytics while maintaining knowledge of all credit union products.

Qualifications

• High school diploma or GED required.
• 1 year financial institution experience.
• 1 year customer service or eService experience preferred.
• Strong problem-solving, research, and communication skills.
• Ability to handle sensitive information with discretion.

Responsibilities

• Respond to secure messages submitted by members through online portal in a professional and courteous manner.
• Review and process Risk Fraud Analytics Suspects by researching IP addresses and contacting members.
• Answer incoming calls from the contact center and branches related to eService.
• Assist with monthly reporting and analytics.
• Maintain knowledge of credit union products and services.

Skills

Problem-solving

Communication

Discretion

Organizational

Detail-oriented

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Great opportunity to join the Digital Services Department at A+FCU!

The primary purpose of this position is to support members by researching and answering all account inquiries in an accurate and efficient manner. Ensure compliance with regulatory standards. Maintain a working knowledge of all Digital Services and operations of the credit union. Maintain security procedures to mitigate risk loss due to fraud related to Digital Services.

Essential Functions:

Primary Functions:

• Department Support
  • Respond to secure messages submitted by members through online portal in a professional and courteous manner resolving their financial issues and/or needs.
  • Review and process all Risk Fraud Analytics Suspects (RFA) by researching IP addresses and contacting member by phone to positively identify that the external transfer, ACH or wire request was authorized by our member.
  • Answer all incoming calls from the contact center, branches and other departments related to eService situations.
  • Process member relationship management Digital Service queue requests.
  • Review checks submitted through ATM and mobile deposit to determine check negotiability.
  • Assist business members with cash management set up and processes including ACH and wire. transfers.
  • Enter, process and resolve all cases internally with Digital Service vendors.
  • Accurately maintain bill pay database for all memberships.
  • Assist with monthly reporting and analytics.
• Assist in departmental projects and trainings.
• Complete all required annual compliance training as required by the Credit Union.
• Schedule and conduct individual dialogs with direct manager monthly.
• Participate in external credit union-sponsored activities and community/education events to increase credit union awareness.
• Maintain knowledge of all credit union products and services.
• Perform other duties as required or assigned.

Education and Experience:

• High school diploma or G.E.D equivalent required.
• One year financial institution experience required.
• One year direct customer service or eService experience highly preferred.

Knowledge Skills & Abilities:

• Willingness to assume responsibility and?exhibit?excellent?problem-solving/research?abilities.?
• Ability to communicate effectively and frequently verbally and in writing to members and employees using a variety of platforms.
• Ability to handle sensitive information with discretion, professionalism, and sound judgment.
• Excellent organizational skills, including the ability to manage competing priorities, track deadlines.
• Detail-oriented to provide accurate, relevant, and timely information to internal and external partners.
• Ability to work independently and as part of a team, with the flexibility to adapt to change.
• Intermediate-level knowledge in Microsoft Office applications.

Professional appearance

Enjoys working with public using a courteous professional approach

Dependable

Possess decision-making abilities

Cognitive &Physical Functions:

• Must have the ability/stamina to work at least 40 hours a week
• Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data
• Must be able to communicate through telephone, e-mail and in-person communications
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field

Types of Decisions Made Independently: Availability of funds, credit union error fee refunds, account and loan corrections, RFA processing, case creation for Digital Services escalations, online login exceptions.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·