Electronic Operations Associate II

Position Summary

Responsible enhancing and optimizing the bank's electronic banking services. Owner of troubleshooting online banking, mobile banking, and other digital banking platforms, ensuring seamless delivery of services to clients and internal teams.

Responsibilities will encompass creating, maintaining, and monitoring electronic transactions, as well as addressing customer inquiries and providing expert guidance on digital banking solutions. Responsible for identifying opportunities to improve electronic banking processes and implementing robust security measures to ensure a secure and user-friendly banking experience for our customers.

Additionally, contribute to the continuous improvement of electronic banking services by developing new features, refining existing processes, and ensuring compliance with industry standards. This role requires a detail-oriented individual with strong technical skills, excellent customer service abilities, and a proactive approach to problem-solving.

Play a crucial role in maintaining and expanding the bank's commitment to delivering exceptional digital banking services to our community, taking a leadership role in driving the success of electronic banking initiatives.

Functions

Online and Mobile Banking Support:

• Assist customers with accessing and navigating online and mobile banking platforms.
• Troubleshoot technical issues related to electronic banking services.

• Provide guidance on the usage of digital banking tools and features.

Customer Service Support:

• Respond to customer service center / branch support inquiries and resolve issues related to electronic banking transactions.
• Educate customer service center / branch support on the benefits and functionalities of digital banking services.
• Address and resolve customer service center / branch support complaints in a timely and professional manner.

Electronic Transaction Monitoring:

• Monitor electronic transactions for accuracy and potential fraudulent activities.
• Investigate and resolve discrepancies in electronic banking transactions.
• Ensure compliance with banking regulations and security protocols.

Technical Support and Troubleshooting:

• Identify and escalate technical issues to appropriate teams for resolution.
• Collaborate with IT and other departments to address system outages and performance issues.
• Conduct regular system tests and updates to maintain optimal performance.

Process Improvement:

• Develop and implement new electronic banking features and services.
• Stay informed about industry trends and advancements in digital banking technologies.

Security and Compliance:

• Ensure the confidentiality and security of customer information.
• Adhere to regulatory requirements and internal policies related to electronic banking.
• Conduct regular audits and assessments of electronic banking systems and processes.

Training and Education:

• Conduct training sessions for bank staff on electronic banking procedures and best practices.
• Create and maintain documentation for electronic banking processes and customer support.

Job Requirements and Qualifications

Technical Skills:

• Proficiency in using online and mobile banking platforms.
• Strong understanding of electronic banking systems and processes.
• Familiarity with banking software and digital payment systems.
• Knowledge of cybersecurity principles and practices related to electronic banking.

Customer Service Skills:

• Excellent communication and interpersonal skills.

• Ability to provide professional and courteous service to customers.
• Strong problem-solving skills and a proactive approach to resolving issues.

Analytical Skills:

• Detail-oriented with strong analytical and troubleshooting abilities.
• Ability to analyze and interpret electronic transaction data.

Regulatory Knowledge:

• Familiarity with banking regulations and compliance requirements related to electronic banking.
• Understanding of data privacy and security standards.

Interpersonal Skills:

• Strong teamwork and collaboration skills.
• Ability to work effectively with cross-functional teams.

Other Requirements:

• Ability to work onsite at the Unity Bank branch or office.
• Flexibility to work occasional evenings or weekends as needed to support electronic banking services.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.

Education and Experience

• Bachelor's degree in Finance, Business Administration, Information Technology, or a related field preferred.
• Relevant certifications in banking
• Minimum of 4 or more years of experience in electronic banking, digital banking, or a similar role.
• Proven experience in customer service and technical support within a banking environment.

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.

This job description is not an employment agreement or contract, implied or otherwise. Unity Bank maintains "at will" employment.

This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Unity Bank reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise balance the workload.

Unity Bank is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.

Unity Bank commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon Unity Bank. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting Unity Bank's human resources department.