DATE: March 14, 2023

STATUS: Full Time / Non-Exempt

REPORTS TO: Members Technology Solutions, Manager

LOCATION: Corporate Office, Erie Blvd Branch

HOURS: 37.50 hours per week

COMPENSATION: The starting hourly wage for this position is expected to be between $21.00-$23.00 per hour. The actual hourly wage will be determined based on experience and other-job related factors, consistent with applicable law.

SCHEDULE: Monday – Friday, 8:30am – 5:00pm, Saturday 8:30am – 1:30pm

• Saturdays are on rotation, and you would then get a day off during the week

The primary function of the Member Technology Solutions Analyst 1 is to provide internal support to the credit union surrounding technology services outlined below, and to complete the assigned responsibilities defined.

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  Provide support for employees contacting Technology Support Helpdesk from all channels including, but not limited to; phone queues, direct calls, email, chat, voicemail, and submitted tickets.
• Input calls, emails, service requests, and all support efforts into case tracking/ticketing system.
• Follow up on open cases/tickets regularly to ensure all outstanding issues are resolved or escalated.
• Assign tickets to higher level support teams and/or to vendors to ensure timely resolution.
• Maintain acceptable call handling quality standards including, but not limited to, technology team’s internal services standards & best practices, individual call goals, ring not answered goals, and team call goals.
• Direct employees on where to locate policies, procedures, forms, and/or other documents within credit union’s knowledgebase or intranet (Basecamp).
• Responsible for ensuring timely responses to all communication channels such as; phone, email, voicemail, chat, fax, and/or physical mailing/interoffice mailing requests.
• Send appropriate and timely communication of service outages/interruptions as assigned.
• Work directly with members on case-by-case concerns surrounding technology related issues, as needed.

Tier 1 Support

To support the Technology Support Helpdesk the MTS Analyst 1, acting as Tier 1 support for the technology teams, will support the credit union by maintaining working knowledge, operational understanding, and general functionality to include, but not limited to, the following areas:

• Core (Symitar/Episys)

  • Maintain understanding of Core software; navigate member accounts, access member records, transaction research, and third-party integrations.
  • Supporting ACH Origination and Electronic Funds Transfer questions related to Core technologies.

• Online/Mobile Banking (NCR/Digital Insight)

  • Support Credit Union staff and members by troubleshooting questions, assist in training and issue resolution. Error corrections for Online/Mobile Banking products and services; bill pay, external transfers, remote deposit capture, mortgage online, credit/debit card online, online rewards and other.

• Imaging (Synergy)

  • Maintain understanding of Imaging Software; navigate end user interface, locate imaged documents, ID Scanner support.

• Check 21 (Image Center)

  • Maintain working knowledge of Check 21 software & hardware(scanners) to support troubleshooting efforts for branch teams.

• Cards Services (COOP)

  • Support internal department (and members) with debit card questions, general troubleshooting, transaction research, and common errors.
  • Support credit union with digital wallet services; research, troubleshooting, and errors.

• ATM Services (Diebold)

  • Support internal departments and members with ATM questions, troubleshooting, research, or errors.

• Instant Issue (Matica)

  • Maintain working knowledge of Instant Issue software & hardware (card printers) to supporting troubleshooting efforts for branch teams.

• Payment Services (EZ Loan Pay/Zelle)

  • Support payment services by troubleshooting questions and concerns surrounding P2P and A2A technologies.

• ESign (Adobe)

  • Support credit union’s eSign/eSign Web administration and support questions.

• Credit Card Technologies (PSCU DX Online/Mobile)

  • Maintain understanding of member facing credit card services for online and mobile app.

• Loan Origination/Membership & Deposit Origination (Meridian Link)

  • Support troubleshooting efforts for the technology support loan and deposit origination platforms.

• Intranet (Basecamp)

  • Support employees in the general navigation.
  • Direct employees on where to locate policies, procedures, forms, and/or other documents within the knowledgebase.

• Desktop Services and Information Systems

  • Act as first responder for Desktop Services & Information Systems Team through the handling of calls and incoming tickets. Creating and/or redirecting incoming tickets to appropriate technology teams.
  • Provide general troubleshooting efforts for applicable support services.

• New Technology Product/Services & Technology Releases, Patches, & Upgrades

  • Act as first point of contact for staff when new member/employee facing technologies are introduced to the credit union by maintaining a high-level understanding of the basic operations of said technology.
  • Provide support to teams during technology software releases and/or new products/services rollouts.

• Imaging Solutions, Document Management, and Reporting

  • Scan credit union documents into imaging system timely and accurately.
  • Adhere to scanning/storage procedures, retention time frames, and destruction time frames for all documents.
  • Quality Control: select documents, correcting failed batches/documents as needed.
  • Process check copies and statement copy requests; Medicaid and subpoenas.

• ATM & Card Operations

  • Review daily hot card activity reports and order new cards as needed.
  • Update remarks for returned cards or mail returns cards to correct address.
  • Complete special ordering requests as needed.
  • Review and work incorrect addresses on VISA Debit Cards.
  • Support instant issue and general card stock reporting/ordering efforts.

• Other
  • As needed, and when directed by management, cross train with frontline/MSC teams.
  • Participate in special assignments and projects as requested by management.
  • Perform all other duties as assigned.

Knowledge & Experience: Applicants must possess the following qualifications or an equivalent combination of education and experience:

• Education: 2-year degree in a technical or related area, or equivalent experience.
• Experience: 3-5 years of experience in digital banking environments and/or technology-operational areas, including Online Banking, Mobile Banking, ACH, Imaging, Operations and Payment technologies. Financial call center experience is a benefit, but not required.

• Microsoft Office Suite, particularly: Outlook, Word, and Excel
• Office equipment, such as computers, printers, copiers, and fax machines, as well as multi-line phone systems
• Intranet/Internet
• Web-based vendor systems
• Teller and Banking Software
• Document imaging systems

Technical & Systems/Equipment Proficiencies:

• Microsoft Office Suite: Outlook, Word, and Excel
• Office equipment: Such as computers, printers, copiers, and fax machines, as well as multi-line phone systems
• Web-based Software/Teller and Banking Software/Document Imaging Systems

Physical:

• Lifting (10 - 20 pounds)
• Standing/Sitting extended periods of time
• Extended periods of time working in front of computer monitor
• Typing

Comprehension:

• Demonstrated innovative thinking
• Excellent organizational skills, verbal, and written communication skills
• Effective collaboration and teamwork skills

Work Environment

• Professional Office Environment
• Overhead Lighting

EQUAL OPPORTUNITY EMPLOYER: The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.

Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.

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  Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.