eServices Operations Manager

US-TX-Allen
Req No.
2017-1677
Category
eServices
Type
Regular Full-Time

Overview

UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base.

At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful.

Location: Mesa, AZ or Allen, TX 

Responsibilities

The Position:

The eServices Operations Manager leads all aspects of daily eServices operations, ensuring that external and internal members receive prompt and accurate support through all channels, including eBanking, ePay, Mobile Banking, and Text Message banking. This position will be heavily involved with designing and quality assurance for further development of electronic channels.

Specific Duties and Responsibilities:

 

Oversees daily operational service, quality and productivity of department. Ensures the adjustment of staff schedules to ensure properly allocated resources to deliver high-quality service and maximum productivity.

 

Assists team members with escalated member service conflicts and written correspondence; responds to escalated telephone and written inquiries; researches problems; and provides information to requesting party.

 

Ensures that effective communication is delivered with respect to incident reports, enhancement rollouts, and system downtime; and that regular communications are sent to keep departments up to date on the status of outstanding issues.

 

Interfaces with third-party service providers related to the connectivity and services provided on eServices’ offerings. Ensures service from providers meets the SLAs agreed upon between Unify Financial Credit Union and the provider.

 

Supports the implementation of enhancements and new technologies related to the eBanking and online channels.

 

Coordinates with Information Technology to monitor hardware and connectivity related to eBanking and ePay services.

 

Appropriately identifies, evaluates, and manages risk within area. Implements risk mitigation strategies and activities as appropriate.

 

Organizes member focus groups including working with members to gather insight on improvements and enhancements that members would like from an eBanking system. eServices 

 

Leads outage management by controlling the situation, working with vendors, and engaging others needed to communicate outage situations. This includes being available or ensuring backup 24x7, if outages occur.

 

Researches, evaluates, and recommends methods, practices, and technology product solutions for improving the management of company electronic structured content.

 

Communicates regularly with management and applicable areas of the organization regarding updates, new offerings, and knowledge building of members and team members throughout the organization.

 

Analyzes security requirements and relates them to appropriate security controls.

 

Protects systems by defining access privileges, control structures and resources.

 

Ensures that member data is held in security at all aspects of delivery channels.

 

Monitors department- and vendor-related costs and expenditures.

 

Ensures the department’s employment needs are met. Manages reports, including counseling, performance evaluations, timecards, scheduling, training, and motivation. Ensures that developmental plans are established and that performance expectations are set, reviewed, and achieved.

 

Ensures full compliance with UNIFY Financial Credit Union Service Standards, policies, and procedures; and with the Bank Secrecy Act.

 

Performs other duties as assigned.

Qualifications

The Requirements: 

The qualified applicant must have a bachelor's degree in information technology, mathematics, engineering, or a related field that involves the management of information technology, application of data processing, or systematic problem solving techniques AND

 

A minimum of five years of recent experience in information technology or member service management OR

Any combination of education and experience equal to eight (8) years of experience that support the knowledge, skills, and abilities for this position.

 

Preference will be given to candidates with relevant certification(s) and experience.

 

The successful candidate must demonstrate excellent verbal and written communication skills, including the ability to create and maintain support documentation, as well as embrace teamwork, good communication, organizational skills, and a mature work ethic.

 

The Opportunity:

 

At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves. We work together for a common goal, "to provide superior service to our members."

 

See the UNIFY Difference!

 

At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.

 

Competitive Compensation and Excellent Benefits Package* Includes:

Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance
Dependent and Medical Care - Flexible Spending Accounts
Vacation, Sick, Personal and Holiday Pay
401(K) Plan with employer match
Education reimbursement for approved programs
UNIFY banking privileges for you and your family

*All programs subject to review and change

 

UNIFY is proud to be a drug-free, equal-opportunity employer. For more information on UNIFY, visit us at www.unifyfcu.com

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