Job Description

Salary Grade : 16

Provides second-tier operational and technical support for Mutual Bancorp’s Digital Channels support team. Serves as the primary escalation point for complex support issues while assisting with application administration, vendor coordination, testing, system enhancements, and small to medium-sized projects. Acts as a subject matter expert for assigned digital banking solutions and mentors Digital Analyst I team members.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

1. Provide first and second level support for digital banking applications, including Online Banking, Mobile Banking, Payments, Telephone Banking, and other digital channel services.
2. Manage the Digital Support ticket queue by resolving routine service requests within established service levels and escalating complex issues to senior analysts or vendors as appropriate.
3. Process user administration requests including system access provisioning, role changes, and deactivation following established procedures.
4. Maintain departmental documentation including procedures, workflow documents, forms, and knowledge base articles.
5. Prepare and maintain departmental reports, metrics, and operational tracking logs.
6. Monitor digital banking systems for operational issues, outages and client impacting incidents, document findings, escalate issues appropriately, request root cause analysis when necessary, and communicate status updates to management.
7. Participate in small projects and departmental initiatives.
8. Support audit, compliance, and examination requests by gathering documentation and reports.
9. Complete assigned monthly review of GL reconciliations and vendor invoices.
10. Assist with routine product configuration updates, vendor forms, system maintenance activities, and administrative tasks.
11. Participate in User Acceptance Testing (UAT) for system enhancements, upgrades, new products, and releases by executing test scripts, documenting results, and reporting defects.
12. Crosstrain with Digital Analysts to provide operational backup support.
13. Maintain awareness of cybersecurity and fraud prevention best practices to help protect the Bank and customers.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS:

• Bachelor’s degree in Business, Technology, Finance, or related field preferred; or equivalent banking/technology experience.

KNOWLEDGE, SKILLS & ABILITIES:

• Advanced knowledge of digital banking platforms and delivery channels.
• Strong understanding of web-based and mobile applications.
• Working knowledge of HTML, CSS, Java, APIs, or related technologies preferred.
• Intermediate to advanced SQL and reporting experience.
• Strong knowledge of Microsoft O365 applications including Excel and Access.
• Experience with vendor management and project coordination.
• Ability to analyze operational and customer-impacting issues independently.
• Prior banking and digital platform experience preferred.

COMPETENCIES:

• Must have cyber security awareness to protect the digital environment, the Bank, and customers.
• Problem Solving
• Critical Thinking
• Customer Service Orientation
• Leadership and Mentorship
• Technology Savviness / Digital Enthusiast
• Adaptability and Flexibility
• Project Coordination
• Verbal and Written Communication
• Cybersecurity Awareness
• Analytical Thinking

PHYSICAL DEMANDS (Physical effort generally associated with positions)

Normal Physical Capabilities:

Incumbents must be able to perform the following activities frequently or continuously throughout the workday as appropriate to the position: travel throughout the Bank’s primary and secondary market areas (which are beyond Cape Cod), bend, carry (one and two hands), collate papers, dial a phone, file records, hear at normal speaking levels, hold items with hands, lift up to 25 lbs., move throughout building, operate office equipment (fax, copier, phone, computer, etc.), computer input for extended periods of time, read English, see well enough to scan documents with detail, sit for up to two hours at a time, stand for short periods of time, speak on the telephone and in person, write with hand, and work at the Bank’s facilities.

*Reasonable accommodation may be available for qualified individuals with disabilities

WORKING CONDITIONS: (Typical working conditions with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position.)

Internal -- work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

Periodic overtime may be required during month-end, year-end, audit, or regulatory exam periods

External -- Some travel to remote Bank locations will be required; this will include some overnight travel, not to exceed 5%. Environmental conditions are regular office and branch locations of the Bank.