Online Banking Operations Associate I

First Interstate•Bellevue, NE

About The Position

The Online Banking Operations Associate I provides high-level operational and technical support, including accurate guidance to First Interstate Bank front-line staff in a prompt, courteous, and professional manner to empower them in delivering superior client service. This position performs various day-to-day operational duties for digital products and requires strong attention to detail and a high level of accuracy, while maintaining excellent service via phone, email, and through "360 View" incidents.

Requirements

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rates and percentages, and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
The employee is frequently required to walk, sit, and climb or balance.
The employee is occasionally required to stand, stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
Demonstrates thorough knowledge of bank products and services, and effectively communicates product information to other employees.
High School Diploma or General Education Degree (GED) required

Nice To Haves

Associate's Degree preferred
less than 1 year related experience, training, and/or equivalent combination of education and experience preferred

Responsibilities

Critically evaluate and make decisions on online banking and bill pay enrollments to prevent risk and ensure only applicable accounts are attached.
Manages bill pay maintenance and client notifications.
Manages and facilitates the I-Statement exceptions process.
Monitors, manages, and facilitates online banking “360 View” incidents.
Monitors, manages, and facilitates closed and deceased account reports.
Monitors, manages, and facilitates mobile deposit limit increase requests.
Partners with system administrators to ensure operational processes and infrastructure are viable.
Serves as an online banking subject matter expert for bank employees via phone, email, and “360 View” incident requests.
Researches and resolves complex digital banking inquiries for front-line staff.
Assesses client needs through internal contacts and provide solutions by troubleshooting and resolving issues in a timely manner.
Acts as a trusted resource for internal customers, providing accurate guidance that promotes confidence in Online Banking Operations.
Works cooperatively with internal departments to obtain and evaluate necessary information for analysis.
Enhances operational knowledge through cross-training in additional bank business lines.
Provides quality customer service, including responding to inquiries, troubleshooting, and resolving issues promptly.
Actively identifies and reports potential risks and fraudulent activities.
Works effectively in a team environment, promoting active listening, gathering information, understanding individual needs, and recommending solutions.
Navigates multiple computer systems and applications, utilizing search tools to locate information.
Performs other job-related duties, special projects, upgrades, and conversions as assigned by management.