Description
Position: Senior Digital Banking Specialist (SDES)
Pay Range: $25.57 to $38.36
FLSA Classification: Non-Exempt
Remote: Hybrid
Description:
Serving our members with excellence and exceeding expectations is at the forefront of our business, and we can happily share that Foothill has been ranked a five-star financial institution by Bauer Financial. Bauer only recommends institutions with four- and five-star ratings. We are amongst the highest of our peers.
Foothill Credit Union is a community advocate and strives to partner with other businesses and organizations dedicated to community involvement. We often participate in events and fundraising efforts benefiting the schools and organizations we serve in order to give back to our members and community.
Awards:
CUNA 2021 Member Benefits Top Performance for delivering a direct benefit of $690 per member household.
Benefits:
· Foothill medical, dental, and vision benefits are covered 100% for team members plus 50% of dependent coverage.
· 401(k) Plan with dollar-for-dollar match (up to 6%)
· Profit-Sharing Plan
· Flexible Spending Account
· Life and AD&D Insurance
· Paid Time-Off Program
· Educational Reimbursement Program
· Paid Holidays
· Special Recognition Programs
Summary: The Senior Digital Experience Specialist is responsible for day-to-day activities and support of Digital Banking initiatives, including executing strategy, tactics, innovation, design, implementation, training, and member support. The role involves collaborating with internal departments and vendor partners to improve digital banking tools and member experiences. The Senior Digital Experience Specialist is expected to contribute to developing new online products and features, perform data extraction and reporting, and participate in member training and marketing efforts.
Essential Duties and Responsibilities: The requirements below represent the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Digital Banking:
· Provide budget input for future online/mobile enhancements and APIs.
· Subject matter expert in collaborating with other technical areas and project management to resolve issues and implement additional technologies.
· Works with internal departments and vendor partner(s) support to resolve system issues and downtime; manages service tickets to ensure all issues are resolved promptly.
· Strategizes deployment of online banking/mobile roadmap items.
· Perform other back-office duties related to Digital Assets, products & and services.
Data Extraction & Reporting:
· Review outstanding JIRA tickets to ensure timely responses and resolutions.
· Develops, tracks, and reports on system performance and feature/functionality utilization.
· Extracts data from online banking/mobile platforms to determine areas of improvement for member usage and penetration.
· Track and manage dashboards for digital solutions via voice of member feedback.
· Utilize Alkami’s online/mobile banking back-end platforms such as JIRA, FLUX, and Confluence
· Track and report service outages and downtime.
Member Digital Experience:
· Assist in deploying marketing assets within online and mobile platforms (interstitials, header cards, etc.)
· Review digital banking survey feedback and collaborate on effective ways to improve negative results, coordinate responses in collaboration with the Digital Product Owner.
· Identify, recommend, and prioritize new features and applications in conjunction with department management.
· Contribute to the development of new online products and ongoing support.
Digital Experience Development & Training:
· Manage digital banking test group and document feedback from testers and group meetings.
· Collaborate with the programming team to manage test Sym for online banking.
· Participate in marketing discussions and provide ideas to determine member and product acquisition strategies and cross-sell opportunities.
· Assist with the development of effective digital banking resources and assist with staff training.
· Prepare internal training tools for digital banking products and services.
· Coordinate staging environment testing for newly deployed features.
Requirements
Experience/Education Requirements:
· High School Diploma or equivalent required
· Preferred candidate must have six years of Customer Service/Sales Experience
· General knowledge of the credit union industry is desirable.
· Implementing/supporting e-commerce-related strategies, the mobile app experience is preferred.
· Understanding online banking products, including payments, money movement, and digital banking functions, is preferred.
· Familiarity with mobile and tablet application deployment preferred.
· Must have a solid understanding of credit union/banking regulations and statutes.
Other Essential Skills and Abilities:
· Excellent communication skills
· The ability to interact respectfully with people of various responsibility levels and authority is essential for maintaining professional relationships in the workplace.
· Dedicated to following and maintaining deadlines.
· Proficiency in Microsoft Office Products (e.g., Word, Excel, PowerPoint)
· Basic Mathematics Skills
· Excellent customer service skills
· Building internal and external networks is valuable for serving clients and potentially growing the business.
· Quickly assessing problems and devising viable and practical solutions is crucial for assessing issues as they arise.
· Maintain positive, professional behavior and image with credit union members, team members, management, vendors, community, etc.
· Ability to prioritize, adapt to change, and efficiently handle various tasks in a busy and dynamic work environment.
· Effectively handling individuals who may display unpleasant or discourteous behavior is essential for maintaining a productive and positive environment.
· Ability, desire to foster and interact in a team environment, and willingness to contribute to team efforts.
Foothill Credit Union is an Equal Opportunity Employer and does not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, intersectionality, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
