Digital Banking Analyst
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Overview
Job Description
Description
Summary
The Digital Banking Analyst is responsible for leveraging technology and data to improve member experience, increase operational efficiency, and drive growth for the organization through its Digital Banking platforms. The Digital Banking Analyst will act as a primary liaison between business teams, technical staff, service providers and senior management to implement and support Digital Banking operations. This role requires a combination of technical skills, data analysis capabilities, marketing acumen and an understanding of the financial services and banking industry.
Essential Functions
20% 1. Member Support and Issue Resolution- Serve as subject matter expert for digital banking platforms. Oversee member issues and resolution efforts including trending of reported issues, time to resolve, and root cause analysis. Provide second-level support to members when required and offer guidance to first level support staff who encounter problems or have questions.
15% 2. Data Analysis and Analytics- Analyze member data and transactions to identify trends, preferences, needs and areas for improvement. Utilize data driven observations to make informed decisions concerning digital banking offerings and potential digital marketing and member engagement campaigns.
15% 3. Digital Member Engagement and Marketing- Utilize digital banking technologies to conduct member engagement campaigns to strengthen member connections to the credit union and to provide financial service and product offerings relevant to specific member needs and circumstances.
10% 4. Vendor and Technology Management- Collaborate with technology vendors and internal teams to maintain and update digital banking platforms and infrastructure. Work in partnership with cross-functional teams to select and implement new digital banking products and services. This includes evaluating third-party vendors and technology solutions and selecting and integrating software or services that align with credit union goals and objectives.
10% 5. Performance Analysis- Track the performance of digital banking products and services through metrics in areas such as incident management, engagement, member satisfaction, conversion rates, and transaction volumes. Identifying areas of improvement and make data-driven recommendations. Generate reports and dashboards to track key performance indicators (KPIs) related to digital banking services. Presenting findings to management and other stakeholders.
10% 6. Market Research and Continuous Improvement- Monitor industry trends and competitive offerings to stay up to date with the latest advancements in digital banking technology and services. Continuously seek opportunities to enhance digital banking offerings by identifying areas of improvement, optimizing processes, and staying updated on emerging technologies. Organize and facilitate member focus groups and surveys to collect member feedback.
10% 7. Training and Documentation- Create training materials and documentation for members and internal staff to ensure they can effectively use digital banking products and services.
Non-essential Functions
10% 1. Perform any other duties as requested by the Digital Banking Manager or other team members. Embody CU's mission, vision, and core values. Abide by First Financials policies, procedures and standards.
Expectations
Perform essential functions of the position, special projects and other work assignments within timeframes and quality standards established by the Chief Information Officer.
Possess the ability to work independently within deadlines and manage multiple tasks and projects.
Must demonstrate good analytical/problem solving, verbal and written communication skills.
Must be able to multi-task and be a team player and have good time management and prioritization skills.
Requirements
Qualifications
Education: Bachelor's degree in related technical or business area or 5 years directly related experience.
Experience: Minimum of 2 years experience as a digital banking analyst or related position in the financial services industry, preferably with Credit Union experience.
Knowledge, Skills, Abilities: Must have good working knowledge and understanding of the technologies and concepts supporting the essential functions of the position listed above. Must be able to lift up to 50 lbs. Normal office conditions, but hours & days worked must be flexible based on needs of position; highly concentrated mental & visual alertness, majority of day may be spent sitting, typing & reading computer screen for extended periods, frequent up/down activity, position involves a great deal of physical activity involved w/ maintaining & working on computers.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
