Description

SALARY RANGE

$55,000 - 65,000

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.

POSITION PURPOSE

DUTIES & RESPONSIBILITIES

• Conducts comprehensive analysis to understand credit union requirements.
• Manages end-to-end implementation processes, from configuration to deployment.
• Acts as a liaison between credit unions, MDT, and software provider teams.
• Identifies any custom development requirements and successfully addresses them during the implementation or post-live period.
• Ensures project is managed according to timelines and oversees each phase for timely delivery.
• Provides effective communication and conducts training sessions for credit union staff.
• Works with client to thoroughly test configurations and custom requirements before going live.
• Documents all configuration and custom requirements signoffs before going live.
• Offers ongoing support and level-1 and level-2 troubleshooting post-implementation.
• Provides dedicated support to existing digital clients, addressing queries and ensuring optimal utilization by client.
• Opens cases/tickets with software providers as necessary to troubleshoot issues, following up as necessary to ensure we provide superior client service (escalating to management, as appropriate).
• Stays updated on industry trends and contributes to software enhancement recommendations.
• Documents standardized procedures and provide suggestions for continuous improvement.
• Maintains an in-depth understanding of the digital products to help credit unions better utilize digital product features.
• Develops a strong understanding of clients’ digital solutions needs.
• Effective verbal and written communication to interact with clients professionally, timely, empathetically, and clearly.
• Strong critical thinking skills to analyze client issues, find solutions, and resolve problems efficiently.
• Demonstrated ability to remain patient and empathetic when dealing with challenging client situations.
• Comprehensive understanding of the company's products or services to assist clients effectively and answer inquiries accurately.
• Ensures superior customer service by fostering strong relationships.
• Works to foster a cooperative team environment.
• Keeps management well informed of activities and any significant problems.
• Utilizes appropriate communication tools based on company standards.
• Keeps work area clean, secure, and well maintained.
• Completes assigned documentation in an accurate and timely manner.
• Completes special projects as assigned.
• Attends and participates in meetings, conference calls, and seminars as required.

EDUCATION & EXPERIENCE REQUIREMENTS

• High school graduate or equivalent experience.
• Two years of college training in Business, Computer Science, or related field; or an equivalent amount of experience in credit union operations and practices.
• 3 years of experience in financial institution core or digital banking systems.
• Experience managing multiple projects at once.

REQUIRED KNOWLEDGE

• Knowledge of business analysis processes and procedures.
• Knowledge of financial institution processing systems.
• Knowledge of Symitar preferred.

WORKING CONDITIONS

• No hazardous or significantly unpleasant conditions. (such as in a typical office.)
• Occasional day/overnight in-state and out-of-state travel.
• Occasional evening or weekend hours as required.
• Long duration of computer workstation usage.
• On-call responsibilities, available 24/7 via phone or pager.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.