Online Banking Operations Associate II

This position can be located at ourSioux Falls, SD Downtown, Bellevue, NE Galvin Rd. S., Great West Center in Billings, MT and Meridian, ID E Broadway branch.

What's Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. That's why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Child Care Assistance Program for eligible dependent(s).
• Exercise reimbursement program for employees.
• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

SUMMARY
The Online Banking Operations Associate II is responsible for working basic and more complex day-to-day processes and procedures and ensure daily functions are completed within established service level agreements. This position supports both the consumer and business Digital Insight online banking platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Performs all duties of the Online Banking Operations Associate I.

• Uses judgement to resolve non-routine processes and escalates more complex cases to more senior members of the team.

• Determines, independently, if account requests are accurate and within reason prior to fulfilling.

• Communicates reasons to branch personnel when account requests cannot be completed.

• Provides superior customer service to both internal and external customers; this includes responding to inquiries, troubleshooting, and resolving issues in a timely manner.

• Identifies potential risks and fraudulent activities and escalate for review to senior members of the team.

• Participates in meetings and training seminars as required to stay current on laws and regulation changes.

• Cross-trains and learn other functions as needed.

• Assists with projects, conversions, and related testing.

• Acts as trusted resource for internal customers.

• Pulls and works reports to shut down ebanking products based on account status.

• Monitors ebanking enrollments in a pending status review to approve or reject request.

• Assists the retail branches and phone bankers to troubleshoot multiple issues including connection and browser issues, resetting usernames and passwords, etc.

• Partners with team members on process improvement and risk mitigation initiatives.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES

• 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 organizations.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

• Ability to apply concepts of basic algebra and geometry.

• 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.

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.

• Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank's policies, procedures, products, and services.

• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgement.

• Work effectively in team environment and promote actively listening, eliciting information, comprehending individual issues and needs, and recommending solutions.

EDUCATION AND/OR EXPERIENCE

• Bachelor's Degree preferred

• 1-3 years related experience, training, and/or equivalent combination of education and experience required

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Dexterity of hands/fingers to operate computer keyboard and mouse - Frequently

• Lifting - Occasionally (up to 10 lbs)

• Sitting - Frequently

• Overtime - Subject to business need

• Noise Level - Moderate

• Typical Work Hours - M-F (8-5)

• Regular and Predictable Attendance - Required