Position Summary: The Member Product Support Specialist supports and liaises with Members, business partners, Participating Financial Institutions (PFI), and internal constituents, with transaction execution, validation, balancing, and reporting. Applies technical knowledge to solve support problems related to the Bank's systems. Identifies process improvements and makes recommendations to eliminate inefficiencies and streamline processes within the team.
Essential Duties and Responsibilities:
Measure, monitor, and report all inbound and outbound departmental reports and metrics.
Gather, report, and analyze data in regards to departmental AML/BSA policy.
Daily review, investigation, and release of wires in exceptions queues.
Systematic gathering, recording, assigning meaning, and suggesting conclusions from a quantitative and qualitative, risk, return, perspective with the goal of supporting decision making, enhancing products, product design, metric reporting, and support of training.
Assist Members with questions relating to transaction processing, account set up and maintenance, ACH processing, and funds transfer.
Manage the resolution of account issues ranging from basic to complex with a high level of service. This may involve working jointly with other departments and/or communicating across groups. Offer assistance that is in compliance with bank policies, procedures, and business processes.
Enhances the department's brand by taking ownership of issues, following problems through to satisfactory resolution, identifying process improvements and efficiencies, and providing excellent customer service to the Bank's shareholders and business partners.
Experience and Educational Requirements:
0 – 3 years experience working in general banking, customer service, or operations.
Familiarity with Tableau and SQL a plus
Intermediate Microsoft Office skills, including Outlook, Excel, Word, and Access.
Knowledge, Skills, Abilities and Behaviors Required:
High degree of professionalism, customer service skills, attention to detail with respect to documentation, following policies, procedures, rules, regulations, and applicable laws.
Must possess excellent customer service, verbal and written communication, listening, and telephone skills.
Must demonstrate expertise in interpersonal communication, customer-focused interaction, and relationship building skills.
Critical thinking to define problems, collect data, establish facts, and draw valid conclusions.
Strong initiative and ability to take an active role to drive results and integrating feedback to/from operational leadership.
The analytical capability to evaluate internal and external forces to understand the best methods for successfully accomplishing a variety tasks.
Internal Number: oOzJ7fwX
About Federal Home Loan Bank of Chicago
The Federal Home Loan Bank of Chicago is a $72.0 billion wholesale bank and one of 11 district banks chartered in 1932 by the U.S. Congress to improve the availability of funds to support home ownership. The FHLB Chicago is a member-owned cooperative serving members in our district of Illinois and Wisconsin. All federally insured depository institutions, insurance companies engaged in residential housing finance, credit unions, and community development financial institutions located in our district are eligible to apply for membership. Today, the FHLB System, which is regulated by the Federal Housing Finance Agency, has more than 7,500 members.
The FHLB Chicago strives to be a valuable partner to our member financial institutions in Illinois and Wisconsin during all phases of financial and economic cycles. The mission of the Federal Home Loan Bank of Chicago is to partner with our member shareholders in Illinois and Wisconsin to provide them competitively priced funding, a reasonable return on their investment in the Bank, and support for community investment activities.
The Federal Home Loan Bank of Chicago is committed to diversity at all levels of our organization from t...he employees we hire to the programs, institutions, and businesses we support. Our goal is to recruit, hire, and develop talented staff and to offer a work environment that allows them to do their best work.