Business Digital Banking Analyst

Job Details

Description

Responsible to assist the Director of Online Services with support and maintenance of all Business and Commercial Digital Services. Research, analyze, maintain, document, recommend, and implement specific system solutions. Review release notes and test for all software version and mobile container updates with 3rd party vendors, department heads and IT staff, under the direction of the Director of Online Services. Perform regular evaluation of Business Digital Services to ensure they are functioning as intended, and the processes are efficient. Identify where improvements can be made and delineate a path to implement these improvements. Responsible for maintaining communication with all Vice Presidents, Branch Managers and Department Supervisors to determine their needs and the effectiveness of the digital services for businesses and their respective back-end management tools. Supports credit union objectives and goals, and helps facilitate training for end users, both internal and external. Ensures services are delivered professionally and efficiently and problems are resolved promptly.

Essential Functions And Basic Duties

• Assumes responsibility for the development and implementation of effective Business Digital Services policies, procedures, and planning.
• Assists the Director of Online Services in developing short and long-term goals and plans for all Business Digital Services. Assists with development and training. Provides suggestions and recommendations.
• Conducts periodic reviews of existing services and procedures to ensure maximum performance, up-time, accessibility, and legal compliance. Instigates improvements that will further the objectives of the Company.
• Find ways to automate more processes so Credit Union objectives are complemented and supported in efficient ways.
• Maintain additional versions of Business Digital Services and the respective back-office management consoles to allow optimal training and testing.
• Assumes responsibility for the effective and efficient completion of business digital-services functions.
• Monitors and evaluates services for reliability, efficiency, and the desired user experience. Manages upgrades to ensure optimal efficiency is maintained in Business Digital Services. Provides suggestions for improved service delivery.
• Ensures products are updated periodically, on the latest stable version. Reviews documentation, maximizes benefit from new functionality, and optimizes stored procedures.
• Coordinates, schedules, and directs upgrades for Business Digital Services. Works with 3rd party vendors so all processes are updated simultaneously where applicable.
• Ensures Business Digital Services are functioning in accordance with established policies and procedures and related legal requirements.
• Performs and assists with complex business online-service functions as necessary.
• Assists with Internal audits.
• Assists with daily transaction processing for all self-service scheduled transactions, both internal and external, and assists with the processing of all transaction files originating from Digital Channels. Examples include, Bill Pay, External Transfers, Online Wire Transfers, Prescheduled transfers, or loan payments to the core.
• Maintains a calendar for Certificate renewals affecting Business Digital Services products. Coordinates with relevant partners and IT personnel to ensure the correct certificates are generated and swapped appropriately.
• Responsibilities may extend outside of normal working hours. May be required to respond to work-related calls, texts or emails after hours, on holidays and weekends to troubleshoot and test in case of system maintenance or technical needs.
• Assumes responsibility for establishing and maintaining effective communication and coordination with Credit Union personnel and with management.
• Ensures that the Credit Union Branch offices and departments are provided with effective and functional back-office management systems for the Business Digital Services offered by the Credit Union where appropriate.
• Solicits, receives, and manages feedback and ideas from employees and management.
• Monitors and evaluates existing Business Digital Services and technology. Provides suggestions for improved service.
• Coordinates training on Business Digital Services with Credit Union personnel and management.
• Assumes responsibility for ensuring that professional business relations exist with members, vendors, and trade professionals.
• Ensures that help-desk support tickets, requests, questions, and problems are courteously and professionally resolved in a timely manner. Ensures that communications are efficient and effective.
• Ensures the Company’s professional reputation is maintained both internally and externally.
• Represents the Company in contacts with business and trade professionals.
• Reviews and responds to Business Digital Services-related NPS survey responses and App Store reviews.
• Provides direct support and communication to business members in certain circumstances. Assists front-line staff to resolve escalated issues.
• Will manage cases with 3rd party vendors to address bugs, issues and needed improvements.
• Assumes responsibility for related duties as required or assigned.
• Ensures work area is clean, secure, and well maintained.
• Stays informed of changes and improvements in Industry Technology.
• Assists with Consumer Online Services needs on occasion when necessary.
• Completes special projects as assigned.
• Works a regular and predictable schedule.
• Must be sufficiently fluent in English to process work and business transactions.
  
  

PERFORMANCE MEASUREMENTS

• Business Digital Services are efficiently and effectively provided in accordance with established Company policies and standards, applicable laws, and regulations.
• Problems with Business Digital Services are closely tracked and effectively resolved using provided case-management systems.
• Good business relationships exist with the business digital services provider and 3rd party vendors.
• Business Digital Services are effective, optimally utilized, and well supervised.
• Questions and problems are promptly and courteously resolved.
• Effective working relations and coordination exist with Department and Company personnel. Support is provided as required. Management is appropriately informed of area activities, maintenance windows, and of any significant concerns.
• Products and projects supporting Credit Union objectives are delivered effectively and in a timely manner.
  
  

Qualifications

EDUCATION/CERTIFICATION: College degree in business, finance, or a related field; or equivalent experience.

REQUIRED KNOWLEDGE: Thorough knowledge of Credit Union Digital Channels and applicable policies and standards, with specific focus on business-specific digital services.

Understanding of related legal and regulatory requirements.

Familiarity with branch functions, policies, and procedures.

Knowledge of business software applications and the associated hardware.

Working understanding of ach file formats for ach file processing and troubleshooting.

EXPERIENCE REQUIRED: At least three years of similar or related experience.

Administrative and supervisory experience.

SKILLS/ABILITIES: Self-motivated.

Basic programming skills.

Solid communication abilities.

Good project management abilities.

Well organized, and able to meet deadlines.

Excellent public relations skills.

Able to operate related computer applications and business equipment.

Strong technical skills in all related computer systems.

Able to meet deadlines.

Able to use PC, 10-key, telephone, and basic office machines.

Ability to work with a team, with minimal instruction or supervision.

Ability to troubleshoot problems and quickly resolve issues.

Ability to collaborate with others to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.

Physical Activities And Requirements Of This Position

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS Frequent local travel. Occasional domestic travel.

Mental Activities And Requirements Of This Position

REASONING ABILITY: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.

Able to interpret a variety of technical instructions and can deal with multiple variables.

MATHEMATICS ABILITY: Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage.

Able to perform very simple algebra.

LANGUAGE ABILITY: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.

Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.

Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.

Intent And Function Of Job Descriptions

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.