Internet Banking Administrator

AmeriServ Financial Bank•Johnstown, PA

1d•Onsite

About The Position

Responsible for the day-to-day operation and administration of the Internet Banking (IB) platforms, including the consumer and commercial systems. Provide administrative and technical support to consumer and business IB customers as well as AmeriServ staff. Maintain administrative knowledge of systems and features.

Requirements

A minimum of a high school diploma is required.
Three to five (3-5) years of internet banking support experience, or closely related general banking support is recommended.
Ability to grasp and understand technical based services quickly and to work with technology and assist customers/employees with problems reported.

Nice To Haves

college degree attainment preferred.
Previous Customer Service experience is favorable.

Responsibilities

Responsible for the operations of the consumer IB systems, including the core FIS consumer platform, bill payment, ancillary modules, and mobile banking apps.
Responsible for the daily operations of the business IB system, including the core FIS business platform, bill payment, and ACH origination, and mobile banking apps.
Provide a high level of customer service to both consumer and business IB customers. Ensure support availability during business hours. Also provides customer service to AmeriServ staff pertaining to IB systems. Assist the Business Service Officers (BSOs) with more complex onboarding and problem resolution cases.
Continually monitor the onboarding workflow for the IB platforms. Ensure set-up and enrollment processes are customer-friendly, fraud-resistant, fast, and efficient.
Ensure business system parameters set for business customers meet contractual and policy rules and limits.
Manage the day-to-day operation of the transaction monitoring service for (consumer and business platform applications). Resolve all alerts and warnings as directed by management. Rapidly escalate significant alerts and warnings to management. Assist management with IB Disputes and Fraud detection when customer calls with potential fraudulent or suspicious activity.
Perform day-to-day administrative tasks in support of IB systems as well as producing periodic reports, as directed.
Coordinate bank-side efforts regarding periodic updates provided by platform vendors. Assist management in leading the Internet Banking Change Management Committee (IBCMC).
Create and update written documentation, such as procedures, policies, user guides and procedure manuals.
Work cooperatively with the ADS and Marketing groups to support platform enhancements, product promotion, and customer communications.