FMHC · Lakewood, OH, USA
We are seeking a Digital Banking Platforms Subject Matter Expert to provide support and guidance to internal and external stakeholders, resolve technical issues, and participate in initiatives to optimize digital banking systems and processes.
About the Role
This position is under the AlloBaas subsidiary of FMHC and serves as a subject matter expert for all digital banking platforms. The ideal candidate will have 3+ years of combined related banking positions required and 3+ years of technical customer service experience.
Responsibilities
Troubleshooting - Handles technical issues of our digital banking platforms (Q2, Mantl, etc) identified by our internal employees or bank customers.
Operational Excellence and Optimization - Reviews and optimizes digital support workflows, ensuring the department is aligned with service level agreements (SLAs) and performance metrics.
Testing and Implementation – Participates in User Acceptance Testing (UAT) for platform releases, enhancements, and new features.
Reporting and Analytics - Collaborates with appropriate product managers to document re-occurring and/or significant issues and escalate to 3rd party vendors if necessary.
System Administration & Vendor Collaboration – Assists in maintenance and update activities to achieve maximum platform utilization and efficiency.
Knowledge Management – Contributes to the development and maintenance of internal knowledge bases and documentation repositories.