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About the Role

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.

Responsibilities

• Maintain knowledge of digital banking products, services, processes, and platform 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.
• 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.
• 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.

Requirements

• 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.
• 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.

Skills

• Digital banking products
• Digital banking services
• Digital banking processes
• Remote Deposit Capture
• Bill Pay
• Bank to Bank transfers
• Zelle
• Microsoft Office Suite (Outlook, Excel, Word)
• Financial institution core systems
• Analytical skills
• Problem-solving
• Communication skills (verbal and written)
• Interpersonal skills
• Member service skills
• Adaptability
• Prioritization

Experience Level

• One or more years of banking or credit union experience preferred

Education Level

• Related business degree desired

About the Company

• First Source FCU is a credit union dedicated to serving its members.