Digital Banking Product Support Analyst 1

Position Summary:

Serves as a subject matter expert for all digital banking platforms. Provides support and guidance to internal and external stakeholders, resolves technical issues, and participates in initiatives to optimize digital banking systems and processes. Plays a role in vendor management, cross-department collaboration, training, and system enhancements. Informs alignment with organizational goals by identifying trends, streamlining operations, and supporting the development of digital service strategies.

Duties and Responsibilities:

1. Troubleshooting - Handles technical issues of our digital banking platforms (Q2, Mantl, etc) identified by our internal employees or bank customers. Performs deep-dive diagnostics and works directly with vendor technical support teams to resolve systemic or critical user-impacting issues. Develops root cause analyses and post-mortem documentation. As needed, supports with co-browsing and screensharing with customers to help resolve their issues.
2. Operational Excellence and Optimization - Reviews and optimizes digital support workflows, ensuring the department is aligned with service level agreements (SLAs) and performance metrics. Identifies opportunities for automation, self-service capabilities, and improved customer support experiences.
3. Testing and Implementation - Participates in User Acceptance Testing (UAT) for platform releases, enhancements, and new features. Informs testing plans across departments and assists in managing project timelines and implementation deliverables.
4. Reporting and Analytics - Collaborates with appropriate product managers to document re-occurring and/or significant issues and escalate to 3rd party vendors if necessary.
5. System Administration & Vendor Collaboration - Assists in maintenance and update activities to achieve maximum platform utilization and efficiency. Develops, runs and presents system reports to track and analyze system usage metrics. Collaborates with external 3rd party vendor for system support as needed.
6. Knowledge Management - Contributes to the development and maintenance of internal knowledge bases and documentation repositories. Ensures all documentation is standardized, version-controlled, and accessible for training and operational use.
7. Complies with all applicable banking laws and regulations, including, but not limited to the Bank Secrecy Act, USA Patriot Act, and related anti-money laundering statutes, and federal consumer protection legislation and regulations. Builds working knowledge of all applicable laws and regulations.
8. Other duties as required.

The duties outlined above are a summary and may not be an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties. All job descriptions may be amended at any time at the sole discretion of FMHC.

Qualifications and Skills:

1. 3+ years of combined related banking positions required.
2. 3+ years of technical customer service required.
3. Demonstrated expertise in complex issue resolution and vendor relationship management.
4. Extensive experience with the Microsoft office suite of products.
5. Extensive knowledge of PC's/MAC's; operating systems, browsers, mobile devices, and software programs is required.
6. Strong knowledge of the some or all the following financial products is preferred:
7. Mortgage, Retail & SMB Deposits (checking, savings, CD),
8. Retail & SMB Card (debit, credit),
9. Retail Lending (marine loans, auto loans, personal, HELOC),
10. SMB & Commercial Lending (loans, lines, real estate)
11. Experience with various banking platforms and how end users interact with them is required; preferably the following:
12. Q2 Online Banking
13. Checkfree
14. Glia
15. Cleartouch
16. Bachelors degree preferred; equivalent experience considered.

Necessary competencies:

1. Communication
2. Critical Thinking
3. Prioritization
4. Resourcefulness
5. Resilience
6. Diagnostic Skills
7. Initiative & Accountability
8. Coachability

Physical Environment:

• This position is performed in a corporate office (Lakewood, OH), hybrid, or remote setting:

1. If fully remote: must be willing to travel

• This position will require the ability to work flexible days/times including occasionally working beyond normal business hours on an "as needed" basis.
• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.