Internet Banking Administrator

SUMMARY OBJECTIVE:

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.

ESSENTIAL FUNCTIONS:

1. Responsible for the operations of the consumer IB systems, including the core FIS consumer platform, bill payment, ancillary modules, and mobile banking apps.

2. 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.

3. 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.

4. Continually monitor the onboarding workflow for the IB platforms. Ensure set-up and enrollment processes are customer-friendly, fraud-resistant, fast, and efficient.

5. Ensure business system parameters set for business customers meet contractual and policy rules and limits.

6. 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.

7. Perform day-to-day administrative tasks in support of IB systems as well as producing periodic reports, as directed.

8. Coordinate bank-side efforts regarding periodic updates provided by platform vendors. Assist management in leading the Internet Banking Change Management Committee (IBCMC)

9. Create and update written documentation, such as procedures, policies, user guides and procedure manuals.

10. Work cooperatively with the ADS and Marketing groups to support platform enhancements, product promotion, and customer communications.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITY: This position requires no supervision of employees.

WORK ENVIRONMENT: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS: The employee is frequently required to: 1) Type or otherwise work with fingers; 2) Talk expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers or clients accurately, loudly, or quickly; 3) Hearing – perceiving the nature of sounds at normal speaking levels with/without correction. Ability to receive detailed information through oral communication and make the discriminations in sound. 4) Specific vision abilities required by this job include viewing a computer monitor; extensive reading along with travel if required. Sedentary work may require occasionally lifting of up to 10 pounds and/or move up to 25 pounds. This work involves sitting most of the time with walking and sitting.

TRAVEL: No travel is expected for this position except for training and/or educational purposes.

COMPETENCIES:

1. Communication Proficiency (Written and Oral)

2. Proficiency in Computer Skills (Windows Based Systems)

3. Listening Skills

4. Customer/Client Focus

5. Deadline Orientated

6. Analytical Skills

7. Ethical Conduct

REQUIRED/ PREFERRED EDUCATION and EXPERIENCE:

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