Online Banking Support Specialist I

Job Description

Job Description

Position Summary

Supports the effective delivery, maintenance, and servicing of First Source FCU’s digital banking channels. This position assists with daily operational support, member and staff inquiries, account maintenance, risk monitoring, and issue resolution while helping ensure a consistent, compliant, and positive digital banking experience for members.

Essential Job Functions

• Maintain knowledge of digital banking products, services, processes, and platform (including Remote Deposit Capture, Bill Pay, Bank to Bank, Zelle) functionality to effectively support members, staff, and daily operations.
• Perform daily operational processing for digital banking channels and provide timely support to member-facing teams to help maintain established service levels.
• Assist with researching, troubleshooting, and resolving routine member inquiries and service issues related to digital banking access and activity.
• Initiate member outreach as needed to support issue resolution, account maintenance, service follow-up, or risk-related inquiries.
• Support the testing, validation, and implementation of system updates, enhancements, and software releases as assigned.
• Process account maintenance requests received through digital banking channels accurately, timely, and in accordance with established procedures.
• Identify opportunities to improve processes, procedures, workflows, and the overall digital banking support experience.
• Assist with monitoring, reviewing, and investigating suspected fraudulent or high-risk activity identified through digital banking channels.
• Comply with applicable state and federal regulations, NCUA guidance, and Credit Union policies related to digital banking services.
• Represent First Source Federal Credit Union at designated organizational and community events as required.
• Complete all required training, including compliance, regulatory, privacy, and job-specific training, within established timeframes.
• Participate in ongoing training and development opportunities to maintain knowledge of systems, procedures, and service expectations.
• Travel as necessary to support business needs, training, meetings, or Credit Union events.
• Perform additional duties and responsibilities as assigned to support departmental and organizational objectives.

Qualifications, Skills, and Experience

• Knowledge of digital banking products, services, and applicable regulations.
• Related business degree desired; one or more years of banking or credit union experience preferred.
• Strong analytical skills with attention to detail, initiative, sound judgment, and problem-solving ability.
• Excellent verbal and written communication skills, with strong interpersonal and member service abilities.
• Maintain a professional appearance and demeanor.
• Demonstrated reliability and dependability, with a commitment to consistent attendance, punctuality, follow-through, and accountability in meeting position responsibilities.
• Proficient with Microsoft Office, including Outlook, Excel, and Word.
• Basic knowledge of financial institution core systems.
• Ability to perform effectively in a high-volume, fast-paced environment.
• Demonstrated adaptability under pressure and the ability to effectively prioritize responsibilities.
• Ability to work flexible hours, including evenings and Saturdays, as needed.

Universal Behaviors

Knowledgeable and Experienced

I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:

• Looking for answers until I find them.
• Seeking opportunities to learn from others.
• Appreciating and respecting others’ views.
• Acknowledging mistakes and learning from them.
• Going out of my way to share my knowledge and experience.

Striving for Operational Consistencies

I promise to make it easy for you through consistency, efficiency, and accuracy by:

• Doing it right the first time, being thorough and accurate.
• Taking pride and ownership in my work
• Making and keeping commitments.
• Continuing to look for better ways to do things and challenging the status quo.

Rewarding Work Environment

I promise to show care, compassion, and respect toward everyone I interact with by:

• Being approachable and accessible to others.
• Creating a pleasant work environment for each other.
• Always asking what more I can do.
• Resolving differences promptly
• Recognizing the contributions of others.
• Embracing diversity in the workplace.

Committed to Member Service

I promise to deliver exceptional member service by:

• Interacting with a natural and genuine friendliness.
• Being courteous and respectful.
• Creating a welcoming environment.
• Exceeding your expectations.
• Sharing the moment and finding common ground.