eServices Support Tech

Via Credit Union•Marion, IN

14h

About The Position

The eServices Support Tech is a key subject matter expert for the digital products supported by the eServices Department. This role serves as the primary point of contact and resource for both staff and members requiring advanced eServices assistance and plays a critical role in ensuring issues are identified and resolved efficiently and effectively. Maintaining current knowledge of all eServices systems including upcoming enhancements and new functionality, is essential. The eServices Support Tech also works closely with the eServices Coordinator and the VP of Applications Development to support, test, develop and continuously enhance member-facing digital systems. The scheduled work week is Tuesday - Saturday (noon), unless otherwise specified.

Requirements

High School Diploma or equivalent
Basic computer skills including Word and Excel
Must have demonstrated strong computer skills and experience.

Nice To Haves

Experience with Digital Banking, Bill Pay, Remote Deposit Capture and various member facing technologies preferred.

Responsibilities

Maintain up-to-date knowledge of Via Credit Union’s products, services, policies, and procedures.
Maintain up-to-date knowledge of all eServices products, updates, and ongoing projects.
Communicate with both technical and non-technical staff and members across multiple channels.
Be the primary resource for staff and members with advanced eServices support issues.
Open tickets/cases with vendors for eServices issues as needed with thorough follow-up until resolved.
Manage and resolve internal eServices support tickets and cases, ensuring timely resolution.
Work with the eServices Coordinator, VP of Applications Development, vendors and staff towards the enhancement of all digital services, reviewing and improving processes, supporting product implementation and roll out, navigating product updates, and determining operational procedures for other departments and members.
Document system problems, questions and resolutions for future reference in ViaVault.
Document and maintain systems and procedures for staff in ViaVault.
Maintain the safety and security of the computer room.
Other duties as assigned.

Benefits

Affordable medical and prescription, dental, and vision (employer co-pay)
Flexible Spending Account – Dependent Care & Unreimbursed Medical
Basic Life Insurance (employer paid)
Voluntary Life & AD&D
Long Term Disability & Travel AD&D (employer paid)
Paid Time Off: Vacation, Sick, Personal, 9 paid holidays, and bereavement
Community Service Day: Employer paid
Bereavement Pay
Financial & Retirement Planning
Competitive Pay
Annual Performance Reviews
Incentive Pay: Some positions qualify for incentive pay
401(k): Safe Harbor Non-Elective (employer paid)
Elective Deferral: Employee contribution, minimum of 1%
Company Match: Employer contribution, dollar for dollar, up to 3% of annual compensation
Discretionary Profit Sharing