Digital Support Analyst - Full-Time
IncredibleBank, Nutterville, WI, United States
Position Overview
The Digital Support Analyst is a full‑time, non‑exempt position that provides day‑to‑day support for a range of electronic banking and cash management products.
Responsibilities
Support ACH, debit card, wire transfers, consumer online and mobile banking, and eStatements.
Support cash management products such as business online & mobile banking, business bill pay, positive pay, ACH origination, mobile & remote deposit capture, and online wire transfers.
Prepare Cash Management Service Agreements and coordinate the collection of required signatures.
Create online banking profiles for business customers, assigning all requested users and permissions.
Assist Branch Network Staff and customers with online and mobile banking navigation, maintenance, or troubleshooting.
Review and approve or reject customer requests for consumer mobile deposit access.
Set up Bill Pay & eStatements, Check Positive Pay, ACH Positive Pay, ACH Origination, and/or Online Wire Origination for business customers.
Assist with permanent and temporary ACH and wire risk limit increases within authorized amounts.
Perform limited risk assessments (non‑loan customers), including completing a risk profile before onboarding.
Process outgoing ACH files and incoming ACH returns & NOC entries.
Perform daily reconciliations of bill pay and wire settlement accounts.
Screen incoming and outgoing transactions against the OFAC Sanctions List.
Initiate outgoing wire transfer requests to the Federal Reserve per policy & procedures.
Research and correct inbound wire transfers from the Federal Reserve that do not post automatically.
Process debit card disputes in accordance with Regulation E timelines.
Advise customers of decision outcomes using regulatory‑approved notices.
Prepare documentation for internal and external audit requests and assist with follow‑up questions.
Assist with remedial actions for audit findings.
Perform dual‑control and accuracy reviews of critical processes completed by teammates.
Qualifications
Associate’s degree in a related field or 3–5 years of related experience, or an equivalent combination.
Familiarity with cash management/digital banking services such as mobile banking apps.
Knowledge of ACH rules and regulations, Zelle Network Participation Rules, Back Secrecy Act, and FDIC procedures.
Strong communication skills for customer phone and email interactions.
Detail‑oriented and well organized.
Compensation and Benefits
Competitive salary commensurate with experience. Eligible employees receive over 30 days of paid time off per calendar year, including PTO, anniversary holiday, birthday holiday, wellness holiday, and 12 observed bank holidays.
Work Schedule and Location
Full‑time, 40 hrs/week. Work site at 327 North 17th Avenue, Wausau, WI 54401. Core hours 8:00 am – 5:30 pm CST, Monday–Friday.
Equal Opportunity Statement
IncredibleBank is an Equal Opportunity Employer. We will consider applicants for our positions without regard to any category protected by applicable federal, state, or local law, including race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.
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The Digital Support Analyst is a full‑time, non‑exempt position that provides day‑to‑day support for a range of electronic banking and cash management products.
Responsibilities
Support ACH, debit card, wire transfers, consumer online and mobile banking, and eStatements.
Support cash management products such as business online & mobile banking, business bill pay, positive pay, ACH origination, mobile & remote deposit capture, and online wire transfers.
Prepare Cash Management Service Agreements and coordinate the collection of required signatures.
Create online banking profiles for business customers, assigning all requested users and permissions.
Assist Branch Network Staff and customers with online and mobile banking navigation, maintenance, or troubleshooting.
Review and approve or reject customer requests for consumer mobile deposit access.
Set up Bill Pay & eStatements, Check Positive Pay, ACH Positive Pay, ACH Origination, and/or Online Wire Origination for business customers.
Assist with permanent and temporary ACH and wire risk limit increases within authorized amounts.
Perform limited risk assessments (non‑loan customers), including completing a risk profile before onboarding.
Process outgoing ACH files and incoming ACH returns & NOC entries.
Perform daily reconciliations of bill pay and wire settlement accounts.
Screen incoming and outgoing transactions against the OFAC Sanctions List.
Initiate outgoing wire transfer requests to the Federal Reserve per policy & procedures.
Research and correct inbound wire transfers from the Federal Reserve that do not post automatically.
Process debit card disputes in accordance with Regulation E timelines.
Advise customers of decision outcomes using regulatory‑approved notices.
Prepare documentation for internal and external audit requests and assist with follow‑up questions.
Assist with remedial actions for audit findings.
Perform dual‑control and accuracy reviews of critical processes completed by teammates.
Qualifications
Associate’s degree in a related field or 3–5 years of related experience, or an equivalent combination.
Familiarity with cash management/digital banking services such as mobile banking apps.
Knowledge of ACH rules and regulations, Zelle Network Participation Rules, Back Secrecy Act, and FDIC procedures.
Strong communication skills for customer phone and email interactions.
Detail‑oriented and well organized.
Compensation and Benefits
Competitive salary commensurate with experience. Eligible employees receive over 30 days of paid time off per calendar year, including PTO, anniversary holiday, birthday holiday, wellness holiday, and 12 observed bank holidays.
Work Schedule and Location
Full‑time, 40 hrs/week. Work site at 327 North 17th Avenue, Wausau, WI 54401. Core hours 8:00 am – 5:30 pm CST, Monday–Friday.
Equal Opportunity Statement
IncredibleBank is an Equal Opportunity Employer. We will consider applicants for our positions without regard to any category protected by applicable federal, state, or local law, including race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.
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