Digital Banking App Tester - Hybrid (Rancho Cucamonga, CA Or Scottsdale, AZ)

Are you warm, caring, friendly, and have a passion for online banking or digital banking services? Are you excited about giving back to your community? Are you seeking a role that offers career advancement opportunities? If so, we want to talk to you - we are currently looking for Customer Service Superstars to join our Team!

The Digital Experience Tester role provides optimal support in technology services by enhancing our members' seamless digital banking experience. These service outcomes reflect contemporary best practices, achieving optimal outcomes for the organization's strategic operations and business requirements. A Digital Experience Tester achieves this by providing technical support to users experiencing issues with digital platforms, troubleshooting problems, resolving queries, and ensuring a smooth user experience by acting as the first point of contact for digital-related technical issues. This role ensures the delivery of cutting-edge digital banking solutions through collaboration with departments across the organization and effectively responding to member feedback.

Essential Functions and Responsibilities

• Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
• Actively participates in meeting the goals of the department and the Credit Union.
• Work cooperatively with others as part of a formal or informal team to accomplish department and Credit Union goals.
• Provides excellent service by using a positive and professional tone to assist callers and team members accurately, thoroughly, and as efficiently as possible while maintaining consistent and friendly service.
• Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously.

Service

• Fosters a partnering environment with an open communication forum within the department and throughout the organization.
• Excellent communication skills, patience, and ability to clearly explain technical concepts to users and team members with varying levels of technical expertise.
• Ability to meet and promote team goals; exemplifies innovative problem solving and maintains a positive working environment with all Arrowhead Credit Union (ACU) team members.
• Embraces new ideas, technologies, and processes with a positive mindset. Effectively navigates uncertainty, responds constructively to challenges, and supports others through transitions.
• Completes member-related inquiries via email, phone, instant messaging, and Member Account Research (MAR) requests.
• Provides support to all departments across the organization, including Branches, Call Center, and ISC, to research and resolve escalated member issues.

Testing and Validation

• Serves as key contact for system technical errors. Works towards resolution by either handling or contacting necessary resources. Tracks and monitors issue frequency.
• Monitors digital platforms for potential issues such as slow loading times, crashes, and system errors; proactively identifies areas for improvement.
• Monitors complex technical errors, user feedback, and support trends to identify recurring issues, root causes, and potential areas for service enhancements; implements effective solutions.
• Identifies and resolves technical issues with digital platforms, including login problems, navigation errors, data inconsistencies, and system malfunctions.
• Utilizes system(s) test environments to create and test enhancements.
• Tests all system releases, enhancements, and updates for the associated digital service and core systems while following testing scripts. Identifies potential complications from any adjustment(s); updates test plans accordingly.
• Provides testing assistance after upgrades, releases, and/or patches have been applied to the production system.
• Assists with ensuring efficient and reliable operations are consistent in all digital interactions and processing systems, based on how each system coexists with the other.
• Takes a detailed approach to identifying and resolving issues, ensuring accuracy in documentation and data management.
• Works with management and Digital Banking vendors to maintain mirror images of production and stage admin systems, ensuring an accurate testing environment.
• Conducts fraud research and compiles data to assist in fraud prevention investigations.
• Accurately sends mass mail communication via digital/electronic messaging platforms.
• Regularly collects, organizes, and analyzes data on digital banking features and services to detect trends, identify defects, or usability issues, and supports continuous quality improvement. Responsible for vendor case management and vendor collaboration.
• Ensures the intranet department page is current and contains up-to-date materials.
• Maintains intranet department page and technologies through the use of multiple fundamental programming languages.
• Utilizes knowledge of Online and Mobile Banking FFIEC guidelines, Risk Management of Remote Deposit Capture, eSign Act, WCAG, and ADA Compliance to ensure adherence with regulatory guidelines and standards.
• Acts as a Subject Matter Expert (SME) and provides basic training on new features and services on digital platforms.

Development

• Exemplifies the attitude, aptitude, and ability to learn quickly and efficiently while showing assertiveness in personal development.
• Independently takes responsibility for learning and development by acquiring and refining technical and professional skills needed in job-related areas.
• Continuously develops technical proficiency and stays current with industry trends, best practices, and emerging technologies.
• Provides feedback on department policies and processes to improve efficiency and service outcomes.
• Assists leadership in creating training resources for frontline team members.
• Assists management in evaluating and creating Standard Operating Procedures (SOPs) and desktop procedures as appropriate for frontline team members and the Digital Services Department.
• Regular and predictable attendance and punctuality.
• Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Office of Foreign Asset Controls (OFAC), and complies with all laws/regulations applicable to area(s) of responsibility. Completes all required and assigned training modules by established due dates.
• Maintains working knowledge of Credit Union policies and procedures.
• Completes all other duties as assigned by supervisor/leadership as necessary to achieve the goals of the Credit Union and the department.

Benefits Include: (not a complete list)

Wellbeing

• Weekly pay
• 401K Retirement Savings Plan with company match
• Paid time off accrual begins upon hire, 15 paid vacation days, and 11 paid holidays
• Paid sick leave (and increases with tenure!)
• Company-provided life insurance at twice your annual salary
• Financial Education Programs
• DoorDash DashPass

Health

• Medical, Dental, and Vision Insurance for part-time and full-time employees
• Modern Health
• Care.com subscription
• Teladoc

Career Development

• Career development opportunities
• Team members are eligible to apply for assistance with educational expenses through ArrowHeart's scholarship program.

To learn more about Arrowhead Credit Union and our service culture, visit our Career page and our ArrowHeart Foundation.

The pay range for this position is listed below.

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our compensation approach is designed to support career growth and development over time. Offers are extended based on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands, and internal equity.

Pay range

Minimum: $24.44/hour | Midpoint: $30.55/hour | Maximum: $36.66/hour