Digital Support Specialist

Reports To: AVP of Digital Experience

Location: Corporate, Onsite

Position Type: Non-Exempt

Individual Contributor

Pay Range: $18.96/hr - $31.54/hr

Note: Pay is dependent on skill and experience. The top of the range reflects candidates with 10 years in similar positions with comparable responsibilities.

Position Summary

The Digital Support Specialist will provide day-to-day support for our digital banking platform for Team3. Working support tickets submitted by Team3 you will identify root cause analysis and take appropriate action to resolve, direct the team member and/or member on steps to resolve the issue, or work with our vendor(s) to resolve the issue. This person will work closely with the Digital Support Coordinator on digital banking issues, integrations, and more, while providing insight on digital banking support trends from Team3.

The right person will be a collaborator and communicator to help facilitate the needs of others while leveraging resource centers and people to resolve deeper issues proficiently. Requires a highly organized person with the ability and flexibility to manage multiple tasks while being conversational and comfortable with communicating status updates. Being able to balance the member experience with the technical complexity of our systems is important. Proficiency in CORE is a must. Additional expectations include but are not limited to creating training/education material for Team3, working with our 3rd-party vendors, assisting with fraud research and mitigation, and more while supporting the mission and vision of the 3Rivers Digital Banking experience.

Knowledge Requirements

• Strong working knowledge of our core systems and how they connect.
• Strong written and verbal communication skills in an engaging (tone, word choice, sincerity) and efficient manner..
• Able to resolve technical issues efficiently and work with vendors when needed.
• Comfortable researching and analyzing different scenarios to find the root cause of the problem.
• Comfortable interpreting results and communication insights by telling the member's journey/experience and providing actionable strategic recommendations to stakeholders and senior leadership.
• Must be a critical thinker, a self-starter with the ability to work independently and be able to collaborate with internal stakeholders.
• Self-motivated, flexible, and manages time efficiently & effectively
• Able to develop, plan, manage, and execute educational strategies for communication to team members and members.
• Organized with a strong attention to details
• Open to and capable of developing and learning new processes
• Ability to simultaneously balance multiple requests
• Partner/Vendor relationship management skills.
  
  
  

Education and Experience

• 1 to 2 years of Digital Marketing Experience
• Experience using HTML, CSS, Javascript, or similar preferred.
• Experience using AI with coding preferred.
• High School diploma or equivalent required
  
  
  

Work Environment & Physical Effort Required

Normal

Core Values

Commitment - Be all in.

Consistency - Be all in EVERY DAY.

Innovation - Think (UYH) and ASK WHY.

Integrity - Do the RIGHT thing, not the easy or quick thing.

Quality - Do an OUTSTANDING job, don't run out of GAS.

Trust - Hold trust and be trustworthy.

Value - Make members lives better, easier, safer; help them fulfill dreams; help them to do what they don't know how to or think isn't possible even if it's not here (see integrity above); make them wiser; help them build wealth (beyond saving $$)