Responsible to act as the primary point of contact for member support groups. Position will be responsible for the resolution of escalated issues regarding Mobile Banking. Will coordinate communications between all member communication channels regarding the use of Mobile Banking. Tracks and maintains reports relating to Mobile Banking. Responsible for department share point site which will include the updating of all project information and ongoing statistical analysis. Assists in the testing and development of Mobile Banking. This position is a front line position that will contact members regularly either via email or phone to resolve issues relating to Mobile Banking. Will also be required to conduct trainings about the Mobile Banking product for various departments and branches.
1. Responsible for coordination and communications between vendors and AFCU personnel relating to the development, testing, implementation and/or support of AFCU's Mobile Banking services
a. Coordinates with vendors and AFCU personnel for development and implementation of new electronic services and enhancements to existing electronic services.
b. Communicates with vendors and management to ensure that products fit the needs of the credit union and are secure and user friendly.
c. Documents all vendor relations with regard to contracts, product development, testing and implementation.
d. Communicates with vendors to plan and schedule meetings and calls to facilitate the projects as needed.
2. Assumes responsibility for effective Mobile Banking planning.
a. Assists Management in coordinating and managing projects for the Mobile Services Department.
b. Works with Testing Support to develop and implement testing plans, and procedures which increases the number of members served, the quality of service and the quality of the product.
c. Continually evaluates established systems and procedures and updates or modifies them as necessary. Ensures that services are in line with evolving industry trends and user friendly. d. Assists in the development of new Mobile products and services, with member in mind.
e. Coordinates and manages departmental testing activities with Programming and Quality Control, supporting, and enhancing the use of automated services.
f. Tracks programming requests submitted by the Mobile Services department and maintains documentation relating to such requests.
3. Assumes responsibility for the effective administration of Mobile Services Department functions.
a. Oversees day to day testing operations of the Mobile applications and Mobile Web site and other Mobile services in place at the credit union.
b. Ensures accurate reporting and documentation of Mobile Services testing for all Mobile Banking.
c. Pursues, supports, and encourages new technology and ideas in attempting to provide better member services.
d. Ensures that department testing operations are in accordance with established policies and procedures.
e. Maintains and reports statistical information related to electronic services on a monthly basis.
f. Documents all processes.
4. Assumes responsibility for ensuring effective member functionality in our Mobile Services.
a. Ensures that members are well served in accessing on-line resources and troubleshooting account problems. Provides information, answers questions and tracks and resolves problems promptly.
b. Works to ensure accuracy and timeliness of all Mobile Services projects.
c. Identifies opportunities to improve user satisfaction. Maintains supportive relationships with the e-Services department, e-Support department, Programming, Quality Control, IT and other staff and our members to ensure that their needs are met.
d. Provides branch and department training of AFCUs online services.
d. Ensures that the Credit Union's professional reputation is projected in all on-line processes.
5. Assumes responsibility for maintaining professional business relations with external support and technical service contacts.
a. Develops and maintains effective relations with vendors and service providers in testing upgrades and in the development of new services.
b. Preserves professional relationships with outside vendors when requesting system assistance and/or providing system or product support.
c. Provides information and assistance as requested.
6. Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and with management.
a. Maintains regular contact with all departments to obtain information and to correct errors Mobile Services. Distributes materials on updated processes and provides support for testing issues.
b. Assists area personnel with system operations.
c. Informs management of area activities. Notifies supervisor of operating problems that cannot be corrected by routine procedures.
d. Attends meetings as assigned.
e. Completes records, reports, and logs in a timely manner.
6. Responsible for Mobile Services issue Resolution and the communication of solution to the affected parties.
a. Coordinate with the Member Service Call Center, Service Quality and E-Support to gather data used in troubleshooting Mobile Device functionality.
b. Communicates regularly with members to resolve Mobile Services related issues. Documents all solutions and or issues.
c. Delivers reports to support groups and management regarding mobile services issues and resolutions.
d. Provides support and assistance to Department testing personnel as needed.
7. Assumes responsibility for related duties as required or assigned.
a. Keeps work area clean, secure, and well-maintained.
b. Completes special projects as assigned.
c. Stays current on the latest trends in on-line service technology and product testing.
- High school diploma. College Diploma preferred Additional college computer training preferred.
Knowledge of Mobile hardware and software including and knowledge of online banking features: Bill Pay, Accessline, Internet functions, multi¬media presentations, word processing, and graphics applications. Ability to understand software which supports member Mobile services and systems.
Demonstrated Member Service Experience preferred. Demonstrated Project Coordination Experience preferred.
Excellent time management, planning, and organizational skills. Ability to document, keep records, maintain logs and reports Able to communicate complex testing information clearly. Attentive to detail. Strong leadership and problem solving skills. Able to coordinate well with other departments and personnel. Ability to operate all related computer applications.