Role:

Under general supervision, but following established policies and procedures, is responsible for advancing organizational efficiency and customer satisfaction through a comprehensive approach that includes developing educational materials like tutorials and instructional videos, and crafting tailored training programs for employees on new digital processes and tools for Digital Products that the department implements. This role emphasizes member experience, ensuring smooth transitions during process updates and fostering a continuous learning culture within the organization. The specialist is also responsible for maintaining detailed documentation of all processes and digital tools, and actively engaging with stakeholders to align improvement initiatives with organizational needs. Collaborative effort across departments to maintain high service standards and operational continuity. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other job duties as assigned by Digital Solutions Management.

Essential Functions & Responsibilities:

• Develop educational materials, such as tutorials, FAQs, and instructional videos, tailored to customers' needs, to enhance their experience and satisfaction with the organization's Digital services. Work closely with member service and support teams to address member queries and feedback related to process changes, ensuring a smooth transition, and maintaining high customer satisfaction levels.

• Develop comprehensive training programs tailored to various roles within the organization, emphasizing new processes, digital tools, technologies, and innovative digital solutions and products introduced through continuous improvement initiatives. Conduct regular training sessions, workshops, and seminars to educate employees not only on optimized processes but also on the effective utilization of new digital tools and the strategic application of digital solutions and products to enhance operational efficiency and service delivery.

• Ensure that training materials are engaging, accessible, and cater to different learning styles, incorporating interactive digital content and real-world application scenarios. Establish a continuous learning culture by providing ongoing support, resources, and opportunities for employees to enhance their skills and knowledge in digital continuous improvement methodologies, with a strong focus on leveraging digital solutions and products to drive organizational success.

• Conduct thorough analyses of business processes using advanced methodologies to pinpoint inefficiencies and areas ripe for improvement. Integrate digital solutions and products, such as automation technologies, to streamline workflows and enhance operational efficiency. These efforts are focused on customizing and applying cutting-edge digital advancements to meet specific business needs, ensuring agility and responsiveness in a dynamic digital environment.

• Assume responsibility for creating, maintaining, and updating comprehensive documentation of all processes, systems, and digital tools implemented as part of the continuous improvement initiatives for Digital. Utilize Atlassian products, particularly Confluence, as the primary platform for documentation management.

• Actively engage with stakeholders across all levels of the organization to understand their needs, challenges, and expectations regarding process improvements. Foster a collaborative environment that encourages input and feedback from all stakeholders. Build and maintain strong relationships with key stakeholders to ensure ongoing support and buy-in for continuous improvement initiatives.

• Assist and backup Digital Operations with troubleshooting and resolving Helpdesk Tickets (features such as Zelle, Mobile Deposit, Enrollment, etc.) submitted to Digital Solutions for troubleshooting by internal staff members. Works collaboratively with other department such as IT Operations and Contact Center to identify resolutions.

Knowledge and Skills:

Experience: ' 

• Minimum of 3-5 years Digital Banking or other related financial institution experience.
• Minimum of 3-5 years troubleshooting and understanding internet browsers, operating systems, and mobile applications or devices.
• Minimum of 1-2 years developing and delivering hands-on or virtual training programs to effectively educate employees on utilizing digital products.
• Experience with Banking vendors, including Alkami, Fiserv, Vertifi and Jack Henry Symitar EASE highly preferred.
• Experience with Atlassian Products including Jira and Confluence, highly preferred.
• Experience releasing member/customer-facing software at a scale in a fast-paced work environment.

Education: 

• Associate or Bachelor degree in Information Technology, Product Management, Project Management, appropriate technical/training certification or equivalate work experience is required
• Associate or Bachelor degree in Information Technology, Product Management, Project Management, or appropriate technical certification is highly preferred.
• Training Certification is preferred

Interpersonal Skills:

• Strong prioritization, problem solving, diagnosis and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to interact positively and effectively in group and individual situations at all levels within and outside the credit union
• Ability to work in a team environment, meet deadlines and take on a high level of responsibility and accountability

Other Skills: ' 

• Obtaining cooperation (internally and/or externally) is an important part of the job
• Proven experience in participating in multiple projects and ability to work with limited supervision
• Great attention to detail and results driven
• Knowledge of banking or credit union products, services, policies, and procedures.

Physical Requirements:

• The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.

Work Environment:

• Ability to function in a financial institution environment.
• Extensive telephone and email contact.

Employment Type:Full-Time

Location: 4097 Monument Corner Drive, Fairfax, VA 22030

*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility. ***