Digital Banking Specialist

*This position is related to the back end of the digital banking platform - must have 2 years of experience in the area to be considered*

Title: Digital Banking Specialist

Department: Marketing

Reports to: VP, Digital Banking

Status: Non-Exempt

Level: 7

Positions Supervised: None

Position Summary: Under general supervision, provides support to various tasks within the Digital Banking department ensuring that the associated services and features (widgets) are functioning as necessary. Assumes some responsibility in the maintenance and servicing of the Digital Banking platform, including but not limited to assisting in conducting testing, review and organization of data (from reports), and supporting front line departments. May participate in performing a wide range of tasks associated with the Digital Banking system such working with 3rd party vendors, general administrative duties, and collaborate with other departments.

Essential Duties and Responsibilities:

Facilitator (50%):

· Provide support in managing system releases/updates as communicated by Alkami by assisting in testing and organizing test results for discussion to determine impact to members and internal teams.

· Assists in ensuring the Digital Banking system is performing at expected levels and communicates any latency issues.

· Manages all the tickets submitted to vendor via the ticketing system, JIRA, to ensure the appropriate follow-up is done on each ticket including bringing updates to the department meetings.

· Supports and organizes the data from the various reports of the Digital Banking and Marketing departments.

· Manages data importing and tracking as necessary from other platforms (e.g., Glia, SavvyMoney).

· Manages reports generated from Keystone (core) by Information Technology (IT) for the department and compiles the data for use by the department.

· Will assist the VP of Digital Banking (VP) with platform projects, including but not limited to, validating User Acceptance Testing (UAT), coordination of other department testing deadlines, and drafting communication where needed.

· Helps identify, analyze, and validate Digital Banking issues to identify common patterns and bring issues in a timely manner to the VP.

· Escalates issues impacting Digital Banking to the VP and/or Chief Marketing/Experience Officer.

· Helps track emails with questions to develop User Guides and/or training as needed.

· Supports the Digital Banking & Marketing Specialist with communication needs (e.g., Ops Alerts, Newsletter).

· May serve as the communication contact person with other departments on pending tasks or to get answers to items needed by the Digital Banking department.

· Assists management with reporting, analytics, and dashboard with digital channel information (desktop/mobile banking, online account opening), tracking user behaviors, volumes, and product usage.

Team Member & Member Service (20%):

· Support front line department by assisting member issues and questions to resolve digital channel (online and mobile) related issues.

· Will serve as a resource for front lines as it relates to the Digital Banking platform and all related widgets/features.

· Supports Digital Banking’s initiatives and changes as it relates to policy updates, updates to member communication(s), and procedure updates for internal teams.

· Communicates to front lines status(es) of critical issues, project updates, and other issues that impact members.

Collaboration (30%):

· Partners with Marketing to support promotional content and website changes and assist with member communication as it related to platform updates (enhancements).

· Helps maintain and develop release versions and maintenance updates as conducted by vendor (Alkami) with impacted departments related systems administered through the

Digital Banking platform. Those system will include, but not limited to, Glia, Keystone (Corelation), Ensenta (RDC), Ipay (Jack Henry), and SavvyMoney.

· Contribute with documenting department procedures, in particular when a new department task is developed/implemented.

· Works in partnership with the Fraud Department to mitigate the risk of losses and identify fraud trends.

Required Knowledge, Abilities, and Education:

· Strong customer/member service experience.

· Previous financial institution experience.

· Minimum two (2) year experience in related role, Digital Banking or IT experience.

· Experience in understanding applicable regulatory (Compliance) related items.

· Knowledge of Microsoft Office products (i.e., Excel, Microsoft Word, PowerPoint).

· General knowledge of software systems used by financial institutions.

· Display analytical and problem-solving skills.

· Demonstrate a willingness to learn and adapt to a changing work environment.

· Display excellent oral and written skills.

· Attend regular departmental and company-wide meetings.

· Ability to perform other duties and related tasks as assigned.

Beneficial Education and Experience:

• Degree, advanced schooling, or specialized training desirable.
• A two-year college degree or completion of a specialized course, study at a business or trade school is preferred.
• Knowledge of financial institutions a plus.

Physical Requirements:

· Prolonged sitting throughout the workday with occasional mobility required.

· Corrected vision within the normal range.

· Hearing within normal range.

· Ability to lift 15 lbs. as may be required.

· Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

Job Type: Full-time

Pay: $22.27 - $31.52 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) 5% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance
• Wellness program

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Commute:

• Santa Rosa, CA 95401 (Required)

Ability to Relocate:

• Santa Rosa, CA 95401: Relocate before starting work (Required)

Work Location: Hybrid remote in Santa Rosa, CA 95401

Salary : $22 - $32