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RESPONSIBILITIES (@ 70% of the time)
§ Troubleshoot and research incoming member issues related to digital-owned products and services, including online banking, mobile banking, and other digital platforms.
§ Communicate with members and staff to resolve issues in a timely and efficient manner while maintaining a high level of service and professionalism.
§ Conduct analysis and reporting on digital product performance, member issues, and operational trends to provide department leadership with recommendations based on findings.
§ Evaluate all incoming vendor communications regarding system releases, updates, outages, and maintenance windows; assess impact and communicate relevant information to affected internal departments.
§ Maintain and update internal departmental work step instructions and knowledge base documentation to ensure accurate and consistent processes across the team.
§ Process all manual and daily operational tasks related to digital services in a timely and accurate manner.
§ Track and document issues, resolutions, and recurring trends to support continuous improvement of digital products and member experience.
§ Collaborate with internal teams and departments to escalate and resolve complex digital service issues.
§ Assist with testing and validation of vendor releases, updates, and system enhancements to ensure proper functionality prior to and following deployment.
§ Support ongoing improvements to digital workflows, processes, and member-facing solutions.
ADDITIONAL RESPONSIBILITIES (@ 30% of the time)
§ As needed, provide assistance on digital project initiatives.
§ As needed, place member notification across digital channels.
§ As needed, administer changes to experience/user group settings and configurations in retail and business online banking.
§ Other duties as assigned and should be expected.
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QUALIFICATIONS
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The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
SKILLS AND COMPETENCIES
§ Strong troubleshooting and analytical skills with the ability to research issues and identify root causes.
§ Experience with reporting tools, ticketing systems, and digital analytics platforms preferred.
§ Ability to manage multiple priorities and respond effectively in a fast-paced environment.
§ Strong written and verbal communication skills, particularly when communicating technical information to non-technical audiences.
§ Experience working in a credit union or financial institution environment preferred.
§ Member-focused problem resolution and member communication
§ Ability to maintain urgency with vendor troubleshooting tickets for member resolution
§ Strong attention to detail and operational accuracy
§ Ability to work independently, prioritize responsibilities, and manage multiple tasks with minimal supervision.
§ Apply critical thinking and sound judgment to make informed decisions.
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PHYSICAL DEMANDS
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The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and moderately lift and/or move up to 20 pounds.
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WORK ENVIRONMENT
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The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
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DECLARATION
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Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
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