Digital Services Associate

Summary

The Digital Services Associate is responsible for improving member experience, increasing operational efficiency, and driving growth for the organization through its Digital Banking Platforms. This role acts as a primary liaison between business teams, technical staff, service providers, and senior management to implement and support Digital Banking operations.

About the Role

This position plays a key role in the administration, support, and continuous improvement of the Credit Union's digital banking ecosystem. It involves working closely with technology partners and third-party service providers to support the implementation, enhancement, and optimization of digital products and services.

Responsibilities

• Develops member-facing digital technology including Online Banking, Mobile Banking, Online account opening, Business banking, Bill Payment, External Transfers, Remote Deposit Capture, P2P solutions, and virtual communication/chat with members.
• Manages centralized digital banking activities including user administration, access management, entitlement reviews, maintenance requests, and service issues resolutions.
• Maintains operational effectiveness, member accessibility, and services continuity by monitoring digital banking systems and workflows.
• Supports online banking enrollments, profile builds, and user experience group changes for retail and business banking members.
• Handles complex bill pay inquiries, difficult external transfer issues, and troubleshoots updates to access or permissions on behalf of the member.
• Strengthens controls related to online banking access, authentication, and suspicious activity monitoring.
• Provides prompt follow-up/resolution for member concerns with a sense of urgency.
• Oversees centralized account opening operations including online account opening, consumer deposit account workflows, and supporting operational processes.
• Ensures account opening activities are completed accurately, efficiently, and in compliance with applicable regulations and policies.
• Reviews account opening metrics and service levels to improve turnaround times and member experience.
• Trains frontline staff on online banking and mobile banking best practices and cross-trains department staff as needed.
• Stays updated on regulatory changes related to online banking, mobile banking, payment solutions, and depository products.
• Maintains appropriate user roles in applicable systems and ensures a working knowledge of updates and enhancements appropriately.
• Communicates the needs of the department to management and gathers reports as needed, including for leadership, Board of Directors, and Auditors.
• Monitors and reports on various delivery channels including Remote Deposit, mobile remote deposit capture, online wires, and online ACH.
• Solves issues related to services including Online Banking, Bill Pay, QuickBooks, P2P payment solutions, A2A payment solutions, and ATMs.
• Collaborates with IT to ensure the security and integrity of Consumer Online Banking and business online banking.
• Supports management with completion of Security audits and annual risk assessments.
• Collaborates with other departments such as Business Treasury, Branch Operations, Support Operations, Member Experience, and Marketing to align with organizational goals.
• Gathers and interprets data on user behavior, identifies trends, and recommends enhancements to ensure a seamless digital experience for members.

Qualifications

• Bachelor’s degree in business, information technology, or related field preferred, or an equivalent combination of experience and training.
• Five plus years of increasingly responsible related experience within a financial institution.
• Previous experience supporting digital platform implementations, system integrations, and API-based services.
• Previous experience implementing electronic services and product development.
• Knowledge of board policies, credit union goals, organizational structure, policies, procedures (including Office Procedure Manual and Employee Handbook), and practices.
• Comprehensive knowledge of all credit union products and services.
• Ability to work evenings and weekends, and to be on-call as needed.