Compensation Grade:

06

BASIC PURPOSE:
 

Directly interfaces with the Bank’s shareholders and sponsor organizations by responding to inbound support phone calls and email messages. Applies technical knowledge to solve moderately complex user support problems related to the Bank’s online systems. Works to develop new approaches and techniques for shareholder-facing online system administration processes. Identifies process improvements and makes recommendations to eliminate inefficiencies and streamline processes. Responsibilities include, but are not limited to, creating and validating transactions, researching, identifying customer needs, answering questions and providing solutions/alternatives to issues, and maintaining reference data.

ESSENTIAL FUNCTIONS:

• Responds to inbound customer support phone calls and email messages from the Bank’s shareholders, sponsor organizations, and other related parties.  Online systems supported include the Bank’s deposit system, online banking/member services portal (FHLBAccess®), self-service wires portal, security access management system, token console, remote administration portal (FHLBAdmin), and customer relationship management (CRM) system.  Serves customers by determining requirements, clarifying desired information, answering inquiries, performing research, locating and providing information, resolving problems, fulfilling requests, and maintaining databases.

• Provides end-user technical support to shareholders’ remote administrators, online banking users, and AHP sponsors regarding access to functionality within FHLBAccess®.

• Uses the Bank’s CRM system to log and track email requests and incoming calls for end-user support, technical inquiries, product information, and other customer-service requests.  Ensures accurate and timely CRM system entry of all customer interactions to provide enterprise-wide visibility into the Bank’s relationship with our customers.  

• Provides maintenance and support for wire transfer online users

• Assists with training team members on daily operational processes in Shareholder Support which consists of new remote administrator set up performing maintenance on existing user accounts, performing maintenance in Bank’s online systems and maintaining essential documentation for operational processes.  Maintains user account, specifications and reference data in the Bank’s, deposit, and online systems.

• Prepares, evaluates, and electronically files daily audit reports Makes recommendations for and participates in the design and implementation of operational systems, reconciliation processes, and standard operating procedures.

• Performs user acceptance testing to validate system performance, new functionality, upgrades, patches, new products, and data changes before they are deployed to production.  Assists with planning and scoping requirements and gathering deliverables for initiatives.

• Maintains reference data, descriptive files, account details, and historical documents related to member remote administrator and CRM accounts.  Processes ad hoc requests to update member profile information in FHLBAccess, FHLBAdmin and CRM systems and ensures necessary updates are reflected in downstream applicable systems.

• Collaborates with the Sales and Trading department to coordinate all tasks associated with New Member Onboarding webinars.

• Manages the RSA token process. This includes preparing reports from RSA on expiring tokens.  Ensuring that all hardware tokens are replaced before expiration date and that software tokens are extended prior to the expiration date.

KNOWLEDGE, SKILLS, ABILITIES: 

Excellent customer service, client support, communication (verbal and written), and telephone skills.  Must be self-directed and able to take responsibility for assigned tasks with minimal supervision.

Ability to work as part of a team, build strong relationships, solve problems, improve processes, analyze trends, identify efficiencies, and champion change.

Must be able to take quick accurate notes while accessing CRM system and speaking to customers.  The ability to multitask is required.

Must have strong data entry skills, exceptional attention to detail, and experience with Microsoft Office products.

MINIMUM REQUIREMENTS

Two years of technical/college education and four to six years of banking operations/customer service experience or the equivalent combination of education and experience.  A bachelor’s degree is preferred.

We are an equal opportunity employer.