Under the direction of the Digital Services Product Manager, this position supports the administration, testing, communication, maintenance, and ongoing improvement of the credit union’s digital banking platform and related digital services. This role assists with digital banking system administration, product support, vendor coordination, issue tracking, release management, testing, documentation, and implementation activities.
The position assists members and employees with digital banking questions, troubleshoots issues, reviews vendor releases and system updates, supports testing and implementation efforts, identifies operational and member impact, and helps communicate relevant changes to employees and stakeholders. This position serves as a knowledgeable resource for digital banking functionality, procedures, release updates, product documentation, and member-facing digital service capabilities.
Assist with digital banking support, system administration and troubleshooting, including issues with software, access, transactions, platform functionality, configuration settings, and member experience. Work with employees, technical support teams, vendors, system administrators, and the Digital Services Product Manager to identify issues, document root causes, support resolution efforts, and ensure timely follow-up.
Review digital banking vendor release notes, system updates, enhancements, and new functionality. Research changes and identify impacts to members, employees, operations, training, fraud, security, or system functionality. Provide findings and recommendations to the Digital Services Product Manager for review, prioritization, and implementation decisions.
Support quality assurance and user acceptance testing for digital banking products, releases, enhancements, integrations, and configuration changes. Assist with developing test plans, perform testing, document results, identify defects or concerns, retest corrections, and help confirm that changes perform as expected before and after implementation.
Assist members and employees with the use of digital banking products and services. Answer questions, resolve issues within established authority, escalate complex concerns when appropriate, and provide recommendations to improve processes, functionality, and the overall digital banking experience.
Support the implementation of new digital banking products, enhancements, integrations, and platform capabilities. Work with the Digital Services Product Manager and cross-functional teams, including IT, Operations, Business Services, Marketing, Member Service Center, Training, Fraud, and other departments, to help ensure successful implementation, employee readiness and effective adoption
Monitor digital banking activity, transactions, recurring support issues, member feedback, system performance, and operational trends to help identify risks, training needs, and opportunities for improvement. Perform research and gather information related to product enhancements, issues and operational improvements. Research and escalate transactions or posting concerns as appropriate.
Assist with communication of digital banking updates, release changes, known issues, process changes, and training needs. Help create and maintain internal communications, procedures, job aids, FAQs, and training materials so employees understand platform changes and can support members effectively. Help ensure documentation remains current, accurate, and accessible as platform releases, enhancements, and functionality changes are introduced into the environment.
Support continuous improvement of digital banking services by identifying opportunities to improve self-service, increase member adoption, reduce friction, strengthen security, improve employee efficiency, and better utilize available platform capabilities.
Experience
A minimum of one year up to three years of similar or related experience, including preparatory experience.
Education/Certifications/Licenses
A high school degree or equivalent
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills
Perform other duties as assigned. Maintain a clean, secure, and professional work area. Attend meetings, participate in training, support department initiatives, and assist with related clerical or operational duties as needed. .
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
