Business Systems Analyst

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Job description

Job Summary

Under general supervision of the Business Systems Manager, the Business Systems Analyst is responsible for overall administration and configuration for all feature/functionality of IVR Phone System and DocuSign for Virtual Support teams. As the primary contact, this position will leverage extensive system knowledge to collaborate and support business needs.

About UFCU

As Austin's largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We're proud to focus on people - not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals.

Consistently receiving awards as the Top Credit Union and Top Mortgage Company, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other - like family. If you want to love what you do, make an impact in your community, and have the power to help people change their lives - then we're glad you're here.

Essential Functions

• Serve as the primary point of contact for questions, issue resolution, and enhancements of IVR Phone System, Narmi and DocuSign.


• Manage requests from internal users while troubleshooting issues in a timely manner and escalating items to IT, Avtex and Narmi technical support as needed.


• Work closely with Business Systems Manager and Retail Systems management team to prepare, test, train and implement system enhancements or releases.


• Conduct problem management activities such as issue resolution and root cause analysis.


• Implement application configurations, workflows, business logic, forms, and workflows


• Track Service Level Agreements with UFCU IT, Avtex and Narmi


• Make recommendations and report findings to Business Systems Manager and Retail Systems management


• Apply knowledge of the credit union's business model and apply system configuration to satisfy all end user needs


• Maintain knowledge of Retail Systems processes, procedures, and guidelines - Including staying informed on industry compliance and regulation standards


• Meet regularly with Member Services, Collections and Lending management teams to support the business


• Use technical expertise to collaborate with IT, as well as with other UFCU interfacing system administrators such as Akcelerant, Encompass, Symitar Episys, Engage, Online Banking, Mobile Banking, etc.


• Work collaboratively with business units at all times to assist in the development of projects to meet UFCU strategic objectives


• Work collaboratively with management team to determine process or procedures improvements that could help streamline or automate processes


• Research and recommend application configurations to optimize UFCU member and employee experience



• Act as lead for Retail Systems through effective collaboration with:
  
  • IT Infrastructure and Telecom teams to ensure proper integration of the environment
  
  
  • Interfacing system administrators, to ensure system interfaces are properly designed and consistent with enterprise wide network architecture
  
  
  • Other business units to utilize and maintain reports and views for marketing and analytic campaigns.

• Adhere to all company policies, procedures and business ethics codes


• Complete required regulatory training as assigned


• Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to your role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations

Knowledge/Skills/Abilities

• Ability to collaborate with staff across all business functions


• Basic working knowledge of our other member experience systems such as Online and Mobile banking, Engage and Symitar.


• Strong computer skills and ability to quickly gain proficiency in new programs utilized by the lending department


• Strong attention to detail and organizational skills


• Ability to properly safeguard confidential information


• Well-developed ability to manage multiple tasks/projects and deadlines simultaneously


• Ability to work independently and collectively within a team environment


• Strong research and problem solving capabilities.


• Strong verbal and written communication skills


• Superior customer service skills


• Ability to consistently and effectively make evaluative judgments

Competencies

• Adaptability


• Building Member Loyalty


• Building Partnerships


• Communication


• Emotional Intelligence


• Focus on Results

Experience

Minimum Requirements

• Minimum of three (3) years operations experience


• High School Diploma or equivalent


• Proven experience effectively prioritizing workload to meet deadlines and work objectives


• Proficient with Microsoft Office Suite


• Must be bondable.

Preferred Requirements

• Experience with IVR Phone Systems and/or DocuSign

• Familiarity with current retail banking laws and regulations, understanding of documentation relating to consumer, business accounts and/or familiarity with credit union philosophies and practices

• Bachelor's degree in Business, Computer Science, Information Systems or related discipline

Motivational Fit

Organizational Fit

• Core Values


• UFCU Mission


• UFCU Vision


• 7 Credit Union Principles

Things You Need to Know Before You Apply

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.


• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.


• Employee will make extensive use of the telephone or virtual communications platforms requiring the ability to effectively and accurately explain complex information.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position requires working frequently at UFCU Plaza in Austin, Texas.


• This position may involve periodic stressful conditions.


• Occasional adjusted work schedule, overtime, and evening/weekend hours.


• Public contact position, requiring appropriate professional appearance.


• Frequent computer use at a workstation up to two hours at a time.


• The noise level in the work environment is usually moderate.

Additional Information

Reports To

Supervision Exercised

Department

Manager, Business Systems

None

Retail Systems

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)