Member Support Transaction Specialist I

Compensation Grade:

BASIC PURPOSE:

ESSENTIAL FUNCTIONS:

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

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

• Works directly with the Membership Department and new members in order to complete the onboarding and education process. Assists the membership department with new member documentation as well as onboarding seminars.

• 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 security and account authorizations.

• Assists with establishing new member files, opening new business accounts, performing maintenance on existing accounts, and maintaining essential documentation for all accounts. Maintains account and reference data in the Bank's signature verification, deposit, and loan systems.

• Prepares, evaluates, and electronically files daily audit reports provided to the Supervisor of Member Support.

• 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.

• Maintains reference data, descriptive files, account details, and historical documents related to capital stock accounts and Bank membership. Processes ad hoc requests to update member profile information and ensures necessary updates are reflected in applicable systems.

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.

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

Work Location:This individual must reside within commuting distance from ourAtlanta, GAoffice.

Work Schedule:Onsite with an opportunity to work remote partially.

Visa Sponsorship: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

We are an equal opportunity employer.