Member Technology Solutions Analyst 1

Summit Federal Credit Union • Rochester, NY

4h • $25 - $27 • Onsite

About The Position

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.

Requirements

• 2-year degree in a technical or related area, or equivalent 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.
• 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
• 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
• Lifting (10 - 20 pounds)
• Standing/Sitting extended periods of time
• Extended periods of time working in front of computer monitor
• Typing
• Demonstrated innovative thinking
• Excellent organizational skills, verbal, and written communication skills
• Effective collaboration and teamwork skills

Nice To Haves

• Financial call center experience is a benefit, but not required.

Responsibilities

• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree