Bank Application Support Specialist

Organization Overview :

Foresight Bank is the largest, locally owned community bank in Northern Illinois, with fifteen offices in the counties of Winnebago, Stephenson and Kankakee. Foresight Bank is owned by Foresight Financial Group, Inc., an Illinois corporation founded in 1986, a financial holding company established under the Federal Reserve.

Position Summary :

Provide Quality Support to FFG and Bank staff members serving as the single point of contact for all issues / problem resolutions via a ticketing system for bank-related applications. Provide administrative support for Bank Applications Support System (BASS) applications. Assist with training of staff as well as training in various products and updating training materials when needed. Provide report and data analytics for audit and exam requests. Merger and Acquisition support. Responsible for participating in the overall development, implementation, standardization, user communication, and education of all supported products and services.

Primary Responsibilities :

• Provide quality support based on the urgency of the ticket. Communicate and implement the resolution as applicable and update or create a solution or FAQs for future issues or problems.
• Liaison to vendors under the bank supported system applications.
• New product support assigned to ensure all the appropriate departments are involved in the process. This includes but is not limited to product set up, product parameters, ensuring standardization, role set up, etc.
• Support end-users in use of BASS products with password resets, change management protocol, disaster recovery, and identify opportunities of standardization and process improvements.
• Onboarding and offboarding users for BASS products and update the Master User Access Report
• Periodic role and user access review, and role standardization based on job function.
• Upgrade and Release Management to include reading and understanding changes to the systems supported by BASS; Communicating the changes which will impact the banks daily processes, to include when the change will take place and when the change is completed; updating procedures and solutions as applicable; and post upgrade / release testing to ensure the application / system is functioning properly.
• Participate in Annual Disaster Recovery Testing and assist in updating the SME master directory.
• Support / assist the SME user group. Review and update standardized procedures and Solution Database on an annual basis.
• Review Ad hoc reports for standardization and if a new report is requested add the report
• Provide support for all audit and exam requests and share the information with all banks.
• Assist in the set up and training of merger and acquisition banks.
• Assist Year end activities
• Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO / AA / Fair Employment Practices.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies :

To perform the job successfully, an individual should demonstrate the following competencies. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Service : Advanced ability to fulfill the needs of customers by anticipating their needs and delivering timely and accurate communication and follow through.

Organizational : Can establish a systematic course of action for self to accomplish objectives in an organized manner; determines priorities and allocates resources effectively, within established timeframes.

Communicator : Actively listens and seeks to understand others in a team-based environment. Effective written and oral communication skills.

Technical : Advanced working knowledge from user perspective of Jack Henry applications; e-Banking suite knowledge. Fluency in Microsoft Office Word and Excel.

Teamwork : Exhibits objectivity and openness to other's views; gives and welcomes feedback; contributes to building a confident team spirit; supports everyone's efforts to succeed.

Problem Solving : Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; and uses reason even when dealing with emotional topics.

Security / Safety : Safeguards digital resources and adheres to all Standards, Procedures and Policies relevant to Cyber Security, Information Security (i.e. GLBA / Clean Desk) and physical security. Encourages and supports others to be physically and digitally safe while at work.

Honesty & Integrity : Instills mutual trust and confidence, fosters a culture of compliance and high ethics and confidentiality, advanced demonstration of corporate responsibility and fair treatment of others.

Position Performance Standards :

Completes all assigned training, tasks, and projects by established deadlines.

Takes pride in completing work within established deadlines. Any problems identified are researched to see the level of impact, inform customers of the problems, and ensure the problem is resolved and root cause is determined.

Follows up ideally within 30 minutes or less, and within no more than an hour, to acknowledge support questions or requests.

Performance Weightings :

40% Competencies

60% Position Performance Standards and Personal Goals

Qualifications :

HS Diploma or equivalent required. Minimum 1 year working in banking, with Jack Henry core platform experience preferred.

Physical Demands and Work Environment :

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers and phones. The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires manual dexterity. While performing the duties of this Job, the Team Member is regularly required to sit or stand for extended periods of time.