Digital Channels Spec

Duties & Responsibilities

• Supports implementation of enhancements, break fixes, and configuration changes to the digital experience.
• Analyze, research, and test digital tools to gain a deep understanding and act as a subject-matter expert of all digital systems and platforms.
• Clearly and accurately communicate system capabilities amongst internal teams and vendors to determine how tools and platforms can be leveraged to meet desired outcomes.
• Identify required steps to successfully implement new features, including research, testing, validation, communication, and rollout.
• Provide clear and accurate status updates of initiatives.
• Identify risks to delivery and work with teammates to address as needed.
• Assume responsibility for assessing, testing, planning, and developing an effective digital banking platform.
• Review, analyze, create, and maintain detailed documentation for use internally and externally, such as business requirements documents, workflow diagrams, use cases, procedures, frequently asked questions, meeting minutes, and training modules.
• Assist in training and preparing appropriate parties for project-related initiatives or implementations.
• Oversee and participate in testing efforts related to online/mobile banking platforms, digital account opening, and other associated third-party systems.
• Ensure testing is thorough, risk-based, and ensures features are properly vetted and accurately documented before implementation and conducted within the project deadlines.
• Open and manage cases with third-party vendors to clearly and completely document issues, consistently follow up with vendor until issues are resolved.
• Provide post-implementation support for new initiatives, upgrades, and projects.
• Manage and oversee the needs to maintain systems in production, such as review, test, and communicate changes associated with release updates and changes.
• Assume responsibility for establishing and maintaining effective communication and collaboration with Credit Union personnel and management.
• Prepare routine reports (product/service usage and trend analysis, etc.).
• Work creatively and analytically in a problem-solving environment, demonstrating teamwork and innovation with a strong commitment to excellence.
• Build and maintain positive relationships with all teams within the organization.

Education/Certification & Experience

• Bachelor’s Degree in Information Systems, Business, or similar
• 3 to 5 years of banking or financial service industry experience, specifically with Online and Mobile banking/Digital Payment experience, Online Account Opening, and Loan Application platforms required.
• Experience working with third-party vendors and/or project implementation preferred.
• Understanding of common digital services such as P2P, money movement, electronic statements, card management tools, etc., is a must.
• Techically competent with various software programs, including but not limited to Microsoft Office (Word, Excel, PowerPoint, Visio) and SharePoint.

Skills/Abilities

• Able to organize, coordinate, and direct projects and oversee project elements.
• Incredibly detail-oriented while being able to apply system knowledge to
• Strong oral and written communication abilities.
• Solid analytical and problem-solving skills.
• Strong organization and time management skills.
• Able to use all related hardware and software; extremely computer literate.
• Willingness to work evenings/weekends as needed for occasional project testing and rollout.