Digital Services Specialist

This role is on-site only (no hybrid or remote options).

About the role

Under the general direction of the Director of Digital Experience, the Digital Services Specialist will monitor, review, analyze, and process online applications for new and existing accounts, shares, debit cards, and online/mobile banking. This position will also serve as the contact for any RDC (Remote Deposit Capture) enrollment questions and issues, adhering to CIP, Online & Mobile Banking, and Deposit Accounts policies. The role interacts with internal and external members and accesses multiple platforms, including the core processing system, account opening portal, online & mobile banking platform, and remote deposit processing platform. The Digital Services Specialist assists the Director of Digital Experience in executing the organization’s strategic plan.

Responsibilities

• Process online requests for new accounts, shares, and debit cards via the Online Account Opening portal and platform.
• Review qualifying documents, fraud mitigation reports, and credit bureau reports to validate application authenticity.
• Use analytical thinking to validate document authenticity for items uploaded for proof of identity (POI), proof of residence (POR), identification, etc.
• Monitor the online banking application queue(s) and process requests pending review.
• Validate data mismatches, reaching out to branch staff and modifying the core system as needed.
• Perform, organize, and streamline operational tasks to reduce potential errors.
• Act as a reference center for the rest of the Credit Union, providing answers regarding applications for digital services.
• Assist the Loan Service Center with expediting account openings when a new loan is being processed.
• Monitor RDC daily files to ensure automatic processing and manually process files if needed due to mitigating circumstances.
• Stay abreast of industry trends and recommend innovative ways to increase efficiency and reduce potential errors.
• Other duties as assigned.

Requirements

• Must fully understand credit union products and services and assist members in using them.
• Cooperative and positive attitude toward members and credit union staff.
• Professional appearance and demeanor.
• Self-starter with strong interpersonal skills in various situations.
• Outgoing, enthusiastic, conscientious, group-oriented, and open to change.
• Ability to comply with specific procedures for the Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act. Annual training will be provided to maintain compliance.

Qualifications

• High school diploma or general education degree (GED).
• One to three years of related experience and/or training is preferred, or an equivalent combination of education and experience.

Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations.
• Basic math skills: addition, subtraction, multiplication, division, and computation of rate, ratio, and percent.
• Ability to apply common sense understanding to carry out instructions in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Proficiency in operating standard office equipment (e.g., computers, telephones, photocopiers).
• Experience using Microsoft Office, the credit union’s core system, and other relevant software.
• Familiarity with products and services offered by other financial institutions compared to those offered by the credit union.
• Annual completion of SAFE FCU Policy, Procedure, Development, and Enhancement Curriculum with passing scores.

Physical Demands

• Regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.
• Frequently required to walk.
• Occasionally required to stand, stoop, kneel, crouch, or crawl.
• Ability to operate a motor vehicle is critical.
• Must occasionally lift and/or move up to 35 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

• Occasionally works in outside weather conditions.
• Noise level in the work environment is usually moderate.

Mental Demands

• Occasionally requires spatial perception and comparing skills.
• Frequently requires problem-solving and persuasiveness.
• Continuously requires alertness, precision, resourcefulness, creativity, reasonableness, patience, and imagination.