Digital Banking Coordinator (Onsite)

Overview

The Digital Banking Coordinator is responsible for providing exceptional Member service and support in digital banking operations. Key responsibilities include troubleshooting, reporting and resolving Member inquiries regarding digital banking services and supporting frontline staff. Strong communication, multitasking skills, and knowledge of digital platforms are essential. This role also involves collaborating with internal teams (IT, Member Solution Center, Marketing) to implement digital solutions and contribute to strategic projects.

 

About Frontwave Credit Union:

Frontwave Credit Union is a member-owned not-for-profit financial institution serving San Diego, Riverside, and San Bernardino counties. Founded in 1952, we have grown to 13 branches with 120,000 members and manage over a billion in assets. At Frontwave Credit Union, we are focused on creating consumer solutions to provide our members and the communities we serve with products and services that enhance the quality of life for our members through exceptional service and the progressive application of technology.

 

What’s In It For You:

Competitive pay, 401k matching, mortgage and auto discounts.

11 paid holidays.

Affordable medical, dental, vision health plans, and Flexible Spending Account.

Employee Assistance Program with a variety of services.

Career development, training, and coaching, mentoring; tuition reimbursement up to $4,000/year.

Culture of excellence and continuous improvement.

We strive to be the best place you’ve ever worked!

Responsibilities

Essential Duties and Responsibilities:

Includes the following non-inclusive list. Other duties may be assigned.  All duties are to be performed in compliance with applicable laws, regulations, and Credit Union policies and procedures.

 

Member Support:

• Answer inbound telephone calls and ticket requests related to Members' online banking products and services, gather necessary information to document and resolve Member problems, and maintain an error resolution log.
• Troubleshoot and report Member issues using the Digital Banking platform ticketing system and provide continual communication and status reports on progress made to the reporting party.
• Perform research to support inquiries regarding enrollment, logins, transactions, bill pay, eStatements, mobile banking and other online banking features and services.
• Assist with research related to Online Banking fraud to mitigate Member impact.
• Answer questions from internal stakeholders and Members in a timely, effective, and courteous manner.

 

Technical Support:

• Research complex Member/system issues and escalate as needed.
• Report system issues to applicable vendors and escalate to management issues involving potential Member impact.
• Assist in testing and implementation of new products, system upgrades, and enhancements.
• Stay abreast of technology trends and changes.

 

Administrative Duties:

• Assist with administrative duties including, but not limited to, managing user access, updating content, and pulling reports.
• Maintain an open, working relationship with external online banking channel vendors.
• Assist department with weekly/monthly department reports as needed.
• Complete department projects as assigned.
• Remain current and ensure regulatory compliance with all programs, policies, procedures, and regulations.

 

Marketing and Communication:

• Assist with tactical execution and placement of marketing-related initiatives and other communications within the digital banking platform.
• Monitor automated processes used for communicating to Members; schedule and manage delivery of communications delivered to Members via digital banking.

Qualifications

Education and/or Experience:                   

Bachelor’s degree in Business Administration, Information Technology, or related field, or four years relevant work experience.

One to two years of member / customer service and problem resolution experience required. 

Experience in digital banking or technical support is a plus. Familiarity with technology trends and willingness to adapt to changes.

Experience with testing and implementing system upgrades or new products is a strong plus. Financial institution, fintech, or related experience preferred. 

 

Additional Knowledge, Skills, and Abilities:                   

Computer proficiency in MS Word, MS Excel, MS PowerPoint, MS Outlook, basic understanding of (x)HTML, and the ability to learn new software and digital programs/applications. Familiarity with Alkami digital banking platform a plus. Accurate timeline, project and budget management skills. Familiarity with vendor and outsourced resource management.

 

Salary range: Min: $19.54 - Max: $29.31

Service Excellence Standards

Employees are expected to model behaviors designed to build and maintain an environment focused on creating a culture of excellence. • We see it. We own it. We get it done. • We ignite positive experiences. • We do things right every time. • We are collaborators – united, cohesive and engaged. • We innovate and evolve. • We create memorable experiences for life.