AlloBaas - Digital Banking Product Support Analyst 1

First Federal Lakewood•Lakewood, OH

6d•Hybrid

About The Position

This position is under the AlloBaas subsidiary of FMHC. The role serves as a subject matter expert for all digital banking platforms, providing support and guidance to internal and external stakeholders. Responsibilities include resolving technical issues, participating in initiatives to optimize digital banking systems and processes, vendor management, cross-department collaboration, training, and system enhancements. The role also involves identifying trends, streamlining operations, and supporting the development of digital service strategies to align with organizational goals.

Requirements

3+ years of combined related banking positions required.
3+ years of technical customer service required.
Demonstrated expertise in complex issue resolution and vendor relationship management.
Extensive experience with the Microsoft office suite of products.
Extensive knowledge of PC’s/MAC’s; operating systems, browsers, mobile devices, and software programs is required.
Experience with various banking platforms and how end users interact with them is required; preferably Q2 Online Banking, Checkfree, Glia, Cleartouch.
Communication
Critical Thinking
Prioritization
Resourcefulness
Resilience
Diagnostic Skills
Initiative & Accountability
Coachability

Nice To Haves

Strong knowledge of some or all of the following financial products is preferred: Mortgage, Retail & SMB Deposits (checking, savings, CD), Retail & SMB Card (debit, credit), Retail Lending (marine loans, auto loans, personal, HELOC), SMB & Commercial Lending (loans, lines, real estate).
Bachelors degree preferred; equivalent experience considered.

Responsibilities

Handles technical issues of digital banking platforms (Q2, Mantl, etc.) identified by internal employees or bank customers.
Performs deep-dive diagnostics and works with vendor technical support teams to resolve systemic or critical user-impacting issues.
Develops root cause analyses and post-mortem documentation.
Supports customers with co-browsing and screensharing to help resolve issues.
Reviews and optimizes digital support workflows to ensure alignment with service level agreements (SLAs) and performance metrics.
Identifies opportunities for automation, self-service capabilities, and improved customer support experiences.
Participates in User Acceptance Testing (UAT) for platform releases, enhancements, and new features.
Informs testing plans across departments and assists in managing project timelines and implementation deliverables.
Collaborates with product managers to document recurring and/or significant issues and escalates to 3rd party vendors if necessary.
Assists in maintenance and update activities to achieve maximum platform utilization and efficiency.
Develops, runs, and presents system reports to track and analyze system usage metrics.
Collaborates with external 3rd party vendors for system support.
Contributes to the development and maintenance of internal knowledge bases and documentation repositories.
Ensures all documentation is standardized, version-controlled, and accessible for training and operational use.
Complies with all applicable banking laws and regulations, including the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer protection legislation and regulations.
Builds working knowledge of all applicable laws and regulations.
Performs other duties as required.