Digital Operations Specialist at America First Credit Union

, , United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

0.0

Posted On

14 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Digital Banking Platforms, Risk Assessment, User Experience Documentation, Troubleshooting, Data Analysis, Reporting, Incident Investigation, Testing, Stakeholder Consultation, Compliance Assurance, Analytical Skills, Investigative Skills, Microsoft Office Suite, Problem-Solving, Attention To Detail, Written Communication

Industry

Financial Services

Description

Overview Assists with the operational duties related to digital banking platforms. Understands digital banking services thoroughly with awareness of inherent risks and threats and an understanding of the controls in place to ensure all risks and threats have been sufficiently mitigated. Responsible for documentation of the user experience for all digital banking services to be used for internal job aids and to support frontline employees who assist members with digital banking. Provides analysis and reporting of member feedback related to digital banking services, which is considered when prioritizing development and enhancements of digital banking. Investigates incidents that cannot be solved by frontline staff and secondary support teams. Works with developers internally and externally to achieve resolution. Participates in testing new development prior to releasing to membership. Assists with responses to member feedback and concerns. Rotates on-call assignments for one week periods. This position requires an understanding of all AFCU digital banking products and services. An individual in this role must be able to analyze and interpret data contained in reports and dashboards. Success in this position will require ability to quickly acquire new knowledge and skills, and an ability to work autonomously - adjusting quickly to shifting priorities, multiple demands, and rapid change. Responsibilities 1. Assumes responsibility for all published content regarding digital banking services a. Consults all applicable stakeholders, developers and compliance administration to create and maintain internal resources that document the user experience for all digital banking services.b. Conducts a thorough review of Ask A Question to update and consolidate content upon the completion of every project.c. Ensures accuracy and timeliness to deliver resources in conjunction with development projects to prepare for organizational readiness. d. Provides subject matter expertise to assist internal departments to review, edit and maintain accuracy of training and marketing assets, including development center courses, knowledgebase content, web pages, and monthly training presentations.e. Responds to feedback and suggestions to improve resources and digital banking features.f. Conducts routine reviews of all published content related to digital banking to ensure accuracy. 2. Tier 3 Support and troubleshooting resources a. Answers calls and emails from other departments and solves high level Digital Support Incidents.b. Claims incoming reported incidents to be added to personal queue. Completes advanced troubleshooting and data research to identify and resolve incidents.c. Maintains personal queue by conducting routine follow-up, manages subsequent requests submitted internally with other departments, and externally with vendors, and exchanges information and data as needed to achieve resolutions.d. Effectively communicates with Tier 2 support teams and frontline staff to help facilitate member support.e. Documents successful troubleshooting processes to further develop job aids and procedures to support ever-evolving software and workflows. f. Collects data upon request when needed for subpoenas, or other department needs. 3. Feedback analysis and reporting: a. Administers Beta Testing site by drafting surveys and instructions for employee pilot testing of digital banking services.b. Compiles data from multiple sources including vendor reporting platforms and app stores.c. Identifies positive and negative trends and reports potential concerns based on projections of current trends.d. Works within controls to ensure the accuracy, timeliness, and confidentiality of all reports.e. Provides digital banking data required for criminal and grand jury subpoenas. 4. Risk assessment and compliance assurance: a. Assists in completing risk assessments for digital banking products and services, involving all applicable stakeholders to ensure all threats are identified and that all risks are mitigated through reliable controls.b. Reviews risk assessments on a regular basis to ensure relevance and continued accuracy and completeness.c. Ensures audit readiness and preparation, frequently reviewing risk assessments, procedures, user guides, and other training materials for relevance, completeness, and accuracy. 5. Assumes responsibility for related duties as required or assigned. a. Helps to review and respond to members’ feedback and complaints.b. Rotates on-call coverage for one-week periods 2-3 times per year.c. Assists division personnel as needed.d. Keeps management informed of area activities and of any significant problems.e. Attends meetings as required.f. Stays informed on trends and developments in digital banking. Qualifications Bachelor’s Degree related to business or technical writing, and two years relevant experience in product and resource documentation (training videos, user guides, transaction workflows etc.); or equivalent combination of education and experience. Thorough understanding of credit union operations, digital banking industry, and regulatory requirements preferred Must be a team player Must be able to manage multiple tasks simultaneously Proven analytical and investigative skills, including proficiency with Microsoft Office Suite Strong creativity, innovation, and problem-solving skills Highly organized with exceptional attention to detail and able to execute responsibilities with minimal supervision Excellent written communication skills, specifically the ability to create professional written work including correspondence, procedures, and technical writing for training materials Excellent verbal communication skills, including the ability to facilitate meetings and effectively lead discussions Commitment to growing and enhancing knowledge and skills

Responsibilities

This role involves assisting with operational duties for digital banking platforms, including documenting the user experience for internal resources and providing subject matter expertise for training and marketing assets. The specialist will also serve as Tier 3 support, troubleshooting high-level digital support incidents and collaborating with internal and external developers for resolution.