Electronic Services Manager

CEFCU•Peoria, IL

2d•Onsite

About The Position

Directs and coordinates the member service operations of the Electronic Member Center (EMC)/Electronic Services department and products including CEFCU On-Line and Mobile Banking, Bill Pay, Online Account Opening, and ancillary services. Controls and monitors activities to ensure system availability, quality member service, capable and knowledgeable staff, expense minimization, profit maximization and contributes to the achievement of Corporate and EMC goals. Assists EMC Management with support of electronic delivery channel enhancements and development of business plans, budgets, and processes with an emphasis on net growth and relationship building. Uses analytical skills to make business decisions which manage risks, resolve problems, reduce member irritants and oversees Tier 2 ESS support and Department Coordinator including all training of CEFCU’s electronic services and Knowledge Base regarding CEFCU’s electronic services. Prepares productivity reports and is responsible for invoice processing, settlement, General Ledger, and department test account reconcilement. Provides the highest quality member experience, for both internal and external members. Accountable to support member experience initiatives, goals, and training.

Requirements

Associate’s degree or equivalent combination of education and relevant experience.
2-4 years supervisory or managerial experience.
4-6 years experience with digital banking, including troubleshooting, vendor management, and analytical reporting.
4-6 years experience with electronic services, including internet browsers and mobile applications.
Understanding of accounting concepts.
Excellent written and verbal communication skills, including strong typing skills.
Critical thinking and time management skills.
Strong leadership and ability/willingness to actively participate in helping achieve department and corporate objectives.
Demonstrated leadership skills to proactively evaluate situations using available resources and make informed decisions in unusual or escalated circumstances.
Demonstrated attention to detail and quality.
Proficiency in Microsoft Excel, Outlook, PowerPoint and Word.
Strong analytical skills.
General understanding of internet, mobile applications, and internet browsers.
Ability to plan, organize, follow-through, and meet deadlines.
Ability to manage multiple priorities.
Self-motivation and independent decision-making skills.
Training and Presentation experience.
Ability to build positive cross-functional relationships to establish quick and effective credibility, and trust among all levels within the organization.

Nice To Haves

Bachelor’s degree in business, accounting, finance or four-years related experience/training; or equivalent combination of education/training and experience.
Successful management or supervisory experience.
Understanding of accounting concepts and how they apply to CEFCU’s General Ledgers/Accounting area.
Applicable college classes (e.g., Business Math, Accounting, etc.).
Proven ability to evaluate system situations and troubleshoot using available resources, test a system situation and make an informed decision on opening a ticket with a third-party vendor or escalation.
Knowledgeable about current and developing technologies including internet, PC operating systems, browsers, smart and browser-based cell phones and other mobile devices.
Familiarity with CEFCU On-Line and Mobile Banking, Bill Pay, OAO, Card Management, and Online Budgeting Tools.
Proficiency in CEFCU mainframe applications including Member Information File (MIF), Member Account File (MAF), CEFCU Tele-Servicing System (CTI), Account Information File (AIF), Personal Computer Banking (PCB), Personal Computer Queue/Query Network (PCQN).
Familiarity with FFIEC, Bank Secrecy Act, Truth in Lending Act/FACT Act, and federal and state laws, particularly Regulation E, Z, CC, NACHA.

Responsibilities

Directs and coordinates the member service operations of the Electronic Member Center (EMC)/Electronic Services department and products including CEFCU On-Line and Mobile Banking, Bill Pay, Online Account Opening, and ancillary services.
Controls and monitors activities to ensure system availability, quality member service, capable and knowledgeable staff, expense minimization, profit maximization and contributes to the achievement of Corporate and EMC goals.
Assists EMC Management with support of electronic delivery channel enhancements and development of business plans, budgets, and processes with an emphasis on net growth and relationship building.
Uses analytical skills to make business decisions which manage risks, resolve problems, reduce member irritants and oversees Tier 2 ESS support and Department Coordinator including all training of CEFCU’s electronic services and Knowledge Base regarding CEFCU’s electronic services.
Prepares productivity reports and is responsible for invoice processing, settlement, General Ledger, and department test account reconcilement.
Provides the highest quality member experience, for both internal and external members.
Accountable to support member experience initiatives, goals, and training.

Benefits

Financial Merit-based raises
Health and Welfare
Generous paid time off (Holiday, Personal or Sick Time, Vacation)
Comprehensive Medical, Dental, and Vision coverage (PPO, HDHP)
Flexible Spending Plan (Medical Reimbursement Account and Dependent Care Reimbursement Account)
Health Savings Account
Voluntary Benefits (Accident Plan, Critical Illness Plan, Hospital Indemnity Plan, Identity Theft & Fraud Protection Plan, Legal Plan)
Life Insurance
Accidental Death & Dismemberment Insurance
Disability Benefits
Defined Benefit Plan – Pension
Defined Contribution Plan – 401K
Employee Assistance Program
Tuition reimbursement
Career growth through internal job postings
Management Development Program: formal mentoring and training
Opportunities to help improve and build the CEFCU of tomorrow through process teams
Opportunities to personally contribute to corporate financial literacy and community initiatives
Casual days to support local charities
Employee discounts on entertainment, cell phone plans, theme park tickets, and more
On-site fitness center, fitness classes, and wellness program