Online Banking Operations Associate I

First Interstate Bank; Billings (MT); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

PTO

Child Care Assistance

Exercise reimbursement

Job summary

First Interstate Bank is seeking an Online Banking Operations Associate I to provide high level operational and technical support for digital banking products. You will guide front-line staff with accurate, timely solutions via phone, email, and 360 View incidents.

The role emphasizes attention to detail, effective communication, and proactive problem-solving within a collaborative team environment across multiple banking systems.

Qualifications

• Proficiency in handling online banking inquiries and guiding front-line staff.
• Ability to interpret procedures and communicate operational guidance clearly.
• Strong attention to detail and accuracy in a fast-paced banking environment.
• Ability to work with multiple systems and adapt to new processes.

Responsibilities

• Evaluate online banking enrollments and ensure correct account attachments.
• Manage bill pay maintenance and client notifications.
• Oversee 360 View incident tracking and resolution process.
• Assist with I-Statement exceptions and account status reviews.
• Provide timely guidance to internal staff to resolve customer inquiries.

Skills

Customer service

Incident management

Analytical thinking

Communication

Problem-solving

Team collaboration

Education

High School Diploma

Associate's Degree preferred

Job description

What's Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. That's why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

This position may be located in Sioux Falls, SD; Bellevue, NE; or Billings, MT.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Child Care Assistance Program for eligible dependent(s).
• Exercise reimbursement program for employees.
• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

SUMMARY

The Online Banking Operations Associate I provides high-level operational and technical support, including accurate guidance to First Interstate Bank front-line staff in a prompt, courteous, and professional manner to empower them in delivering superior client service. This position performs various day-to-day operational duties for digital products and requires strong attention to detail and a high level of accuracy, while maintaining excellent service via phone, email, and through 360 View incidents.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Critically evaluate and make decisions on online banking and bill pay enrollments to prevent risk and ensure only applicable accounts are attached.
• Manages bill pay maintenance and client notifications.
• Manages and facilitates the I-Statement exceptions process.
• Monitors, manages, and facilitates online banking "360 View" incidents.
• Monitors, managers, and facilitates closed and deceased account reports.
• Monitors, managers, and facilitates mobile deposit limit increase requests.
• Partners with system administrators to ensure operational processes and infrastructure are viable.
• Serves as an online banking subject matter expert for bank employees via phone, email, and "360 View" incident requests.
• Researches and resolves complex digital banking inquiries for front-line staff.
• Assesses client needs through internal contacts and provide solutions by troubleshooting and resolving issues in a timely manner.
• Acts as a trusted resource for internal customers, providing accurate guidance that promotes confidence in Online Banking Operations.
• Works cooperatively with internal departments to obtain and evaluate necessary information for analysis.
• Enhances operational knowledge through cross-training in additional bank business lines.
• Provides quality customer service, including responding to inquiries, troubleshooting, and resolving issues promptly.
• Actively identifies and reports potential risks and fraudulent activities.
• Works effectively in a team environment, promoting active listening, gathering information, understanding individual needs, and recommending solutions.
• Navigates multiple computer systems and applications, utilizing search tools to locate information.
• Performs other job-related duties, special projects, upgrades, and conversions as assigned by management.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rates and percentages, and to draw and interpret bar graphs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to walk, sit, and climb or balance.
• The employee is occasionally required to stand, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• Demonstrates thorough knowledge of bank products and services, and effectively communicates product information to other employees.

EDUCATION AND/OR EXPERIENCE

• High School Diploma or General Education Degree (GED) required
• Associate's Degree preferred
• less than 1 year related experience, training, and/or equivalent combination of education and experience preferred

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Dexterity of hands/fingers to operate computer keyboard and mouse - Frequently
• Lifting - Occasionally (up to 10 lbs)
• Sitting - Frequently
• Overtime - Subject to business need
• Noise Level - Moderate
• Typical Work Hours - M-F (8-5)
• Regular and Predictable Attendance - Required