Description

JOB TITLE:  DIGITAL APPLICATION ANALYST

FLSA STATUS: EXEMPT
REVISED DATE: 3/1/2024

REPORTS TO: ASSISTANT VICE PRESIDENT DIGITAL AND CORE PROCESSING

PRIMARY FUNCTION:
This position exists to coordinate maintenance and optimize the digital banking employee and member experience to ensure smooth functionality of applications, products, and services. This position is responsible for assisting the IT Department with analyzing, testing, and maintaining technology functions including aspects of the digital environment and third-party vendor connections with the processing system, integrated systems, member experience, and other technologies utilized by the credit union. Provide support to end-users and vendors.

PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Coordinate all aspects of the digital banking platform operations including mobile banking and connecting third-party vendors. Coordinate the lifecycle of digital products, features, adoptions, and integrations. 
2. Assist with the planning and design of digital experiences. Promote the value and impact of member experience in collaboration with other departments. 
3. Analyze and report digital product performance and consumer behavior. Research and recommend solutions to drive credit union and member growth through increased product adoption, experience delivery, and engagement.
4. Provide timely and effective tier 2 support for the digital banking platform and products and ensure smooth functionality of applications such as on-line and mobile banking. Perform root cause analysis, recommend procedures and controls for problem prevention.
5. Log and track support requests through the ticketing system. Ensure accurate documentation of issues and resolutions. 
6. Clearly and timely communicate to leadership any issues, requests, projects, etc. that may impact the credit union internally and externally. Provide resolutions and benefits of changes.
7. Stay up to date on industry knowledge, trends, and member experience features. Propose products and services that can provide added value to the credit union.
8. Act as lead for case management, patches, and updates for digital banking and connected third-party vendors.
9. Build and maintain strong and healthy partnerships with business unit leaders, teams, and vendors. Serve as primary technical and tactical contact with vendors for our digital products.
10. Build and maintain a network of peer resources and participate in industry and vendor groups, events, and discussions. 
11. Work closely with the Marketing department to support and promote the credit union brand through our digital delivery channels.
12. Collaborate with all departments to identify improvements and recommendations to benefit the credit union.
13. Follow established change management processes.
14. Create and maintain documents for new processes and procedures.
15. Actively and thoughtfully communicate with their supervisor, planning their goals and development, taking accountability for their actions, and striving for excellence.

GENERAL DUTIES/RESPONSIBILITIES:
16. Promote products and services.
17. Attend all meetings as required.
18. Maintain clean and professional work area and appearance.
19. Maintain positive public relations and promote the credit union within the community.
20. Complete educational programs as required.
21. Perform the following commitments of service to each and every member at all times:
a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b. Keep a smile in my voice as well as on my face.
c. Answer the telephone by the third ring.
d. Call people by name and thank them.
e. Give people my full and undivided attention; focus on the person face to face and on the telephone.
f. Take responsibility for solving the individual's problem instead of referring it to someone else.
g. Deliver on commitments of action(s) to be taken, so excuses won't be necessary.
h. Follow through on necessary action(s) to be sure the problem is solved.
i. Know that what's important is not only who or what created the problem but how the problem can be corrected.
j. Protect confidential information.
22. Other duties as assigned.

Qualifications

REQUIREMENTS OF THE POSITION:
Associate’s degree in information systems or related field, or completion of an equivalent specialized certification or license, or completion of specialized training acquired through apprenticeship program. 
Three to five years similar or related experience
Ability to work extended hours, weekend and holidays as needed for projects and support.
Excellent analytical skills.
Knowledge of all laws and regulations regarding this position.
Knowledge of credit union operations.
Excellent communication and organizational skills.
Professional, pleasant, and outgoing personality.
Ability to perform under pressure.
Problem solving ability.
Team player.
Decision making skills.

PHYSICAL REQUIREMENTS:
Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.

VISUAL/PERCEPTION ACTIVITY:
Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes).

WORKING CONDITIONS:
None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

HUMAN RELATION SKILLS NEEDED:
The ability to communicate effectively with members, staff, and contacts outside of the credit union in a polite, courteous timely, accurate and efficient manner. Patience in dealing with a difficult member.

INTERNAL TRAINING REQUIREMENTS:
Please refer to the credit union intranet for the internal training requirements for this position.

ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity