Summary

The Embedded Banking Support Analyst is a key member of the Product Support team, reporting to the Manager of Business Solutions. This role is responsible for managing fintech support, coordinating issue resolution, and ensuring the smooth operation and compliance of applications and processes that support fintech partners. The ideal candidate will be highly collaborative, detail-oriented, and skilled in communication, analysis, and project management.

Responsibilities

Technical Support and Coordination

• Manage fintech support independently and within cross-functional teams.
• Coordinate and communicate root cause analysis of process and application errors, developing and implementing plans to address systemic causes.
• Provide support for fintech applications, ensuring successful integration and reconciliation for each onboarded fintech partner.
• Collaborate with business unit partners and IT associates to prioritize and deliver on fintech service requests.
• Act as a project lead to planning and execution of various projects as needed.

Documentation and Continuous Improvement

• Create and maintain documentation for fintech business, technical, and support processes.
• Conduct routine reviews of business and support processes to ensure alignment with organizational and partnership goals.
• Engage in continuous improvement activities to enhance efficiency and effectiveness of support processes.

Compliance and Communication

• Engage stakeholders to ensure compliance with all regulatory, legal, and organizational requirements.
• Leverage strong communication skills to interact effectively with internal stakeholders and external partners, including the ability to influence stakeholders at all levels.

Client Experience and Flexibility

• Ensure positive client experience by working flexible hours as needed, including evenings and weekends.
• Protect client and bank information confidentiality and adhere to company policies.
• Communicate and uphold the company’s mission, vision, and values (Pillars of Success).

Training and Additional Duties

• Complete monthly training to maintain knowledge of regulatory requirements, policies, and procedures.
• Perform additional duties as assigned.

Work Environment and Expectations:

Regular attendance at the assigned worksite or remote location during working hours. Flexibility to work extended hours as needed to support business needs.

Compensation & Benefits (for HR USE ONLY)

The Embedded Banking Support Analyst position pays a minimum of $75,000. Full‐time associates are eligible for our benefits package: Medical, Dental, Vision, 401(k) plan, Company paid life insurance, Short and Long-term disability insurance, Company paid vacation, paid leave and holidays. This position will remain open until a qualified applicant is hired.

Skills

• Strong verbal and written business communication skills.
• Basic business analysis and project management skills (preferred).

Education and Experience

Bachelor’s degree or equivalent experience in accounting, business administration, computer science, or a related field. Familiarity with financial products, services, and/or banking operations. Experience with accounting and bank compliance applications (preferred). Familiarity with IT Service Management principles or willingness to learn (preferred).

Physical Requirements

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required.