Digital Solutions Specialist

The Digital Solutions Specialist is responsible to serve as a subject matter expert for the organization’s digital products and tools, administering the daily operations and user controls for the Credit Union’s digital services, emerging technologies; and for providing extraordinary member and partner support, responds to a wide range of inquiries, adheres to applicable policies and procedures and displays the ability to solve problems with varying levels of complexity using critical thinking.  

1)      Administers daily operation functions as it relates to the online banking, mobile banking, and emerging technologies. This will include maintaining user rights and security administration, auditing and analyzing daily reporting to ensure payment processing, closed account processing, account maintenance, fraud mitigation/loss prevention, monitor product adoption and engagement, and analyzing credit union digital trends. Coordinates operational controls with credit union vendors. (25%)

2)      Serves as a point of escalation and subject matter expert for service delivery teams and members utilizing electronic services. Actively listen to fully understand and resolve partners’/members’ issues effectively and communicate results in a manner that offers extraordinary member service, ensuring compliance with all applicable federal, state regulations. Must demonstrate a strong ability to identify, analyze and solve problems with varying degrees of complexity. This encompasses peer education and digital services training classes (25%)

3)      Resolve member and partner issues through analysis and research utilizing multiple software applications and tools, such as the Online and Mobile banking support platform, emerging technologies administration platforms, member account maintenance and transaction history research in our core system, mobile deposit check research, and the check image system. Actively manage and report on any new or existing tickets with the Online and Mobile banking support platform and the emerging technologies administration platform in third part support dashboard.  (25%)

      4)      Performs quality control checks, quality assurance, and beta testing support for new and existing digital products. Assists with special projects, releases, upgrades, etc. as related to digital and emerging        technologies. (15%)

      5)      Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed.  Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact          and risk is mitigated. (5%)

      6)      Serve as a subject matter expert instructor for monthly Digital Solutions training class, coordinating with Learning and Development, ensuring all class participants are registered in the admin platform.        (5%)

A.     Specialized or Technical Knowledge and Skills:

1)      Must have a high school diploma or equivalent. Post-secondary education is preferred.

2)      Two years of experience in a customer service role. 

3)      Possess a high degree of working and technical knowledge in the areas of digital/emerging technologies, and internet/emerging payments. Strong familiarity with online products, websites, and browsers.

4)      Must be able to learn and apply a variety of software applications.

5)      Must possess aptitude for critical thinking with strong problem-solving skills. 

6)      Excellent telephone skills and techniques; and written and verbal communication skills.

7)      Ability to meet deadlines while applying detail-oriented work habits.

8)      Must have accurate keyboarding skills.