Digital Systems Analyst
Job description
Role
To support the Online and Mobile banking systems used by members. Provides assistance to users with the resolution of Online and Mobile banking related issues through incoming requests from end users via telephone, e-mail and Service Desk software while ensuring courteous, timely and effective resolution with all requests. Serve as the subject matter expert for Online and Mobile banking. Provide support for resolving Online and Mobile Banking issues with 3rd party vendors.
Key Areas of Responsibility
Provide Tier II support on digital banking requests from end users via telephone, e-mail and Service Desk software while ensuring courteous, timely and effective resolution with all requests. Utilize tracking software to ensure timely resolution including: receipt, prioritization, documentation, and distribution. Escalates trouble tickets and other identified issues that require specialized support to appropriate third party vendors.
Assist in researching, evaluating and make recommendations for system changes, enhancements, and implementation of new features. Support testing and deployment of upgrades, enhancements and issue resolutions.
Complete various reporting processes and system administrative duties. Analyze data for trends and make recommendations and submit updates to procedures and FAQs based on service desk tickets, resolutions and recurrence.
Participate on department or corporate projects as needed.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Education/Experience
A minimum of one year up to three years of similar or related experience, including preparatory experience.
A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
Interpersonal SkillsA significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
ADA Requirements
Physical RequirementsIs able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working ConditionsMust be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional RequirementsMust be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Community First Credit Union is an EEO Employer M/F/D/V
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