Digital Channels Spec

Position Purpose

The Digital Channels Specialist is tasked with helping advance all aspects of REVs digital strategy, including components such as digital banking and account opening, money movement, P2P, and card management. This role will leverage data and analytics to monitor the digital landscape and the member's digital behaviors. The Digital Channels Specialist works closely with internal departments and external vendors to research, test, and implement enhancements to the digital space. The role also includes troubleshooting and research to provide support to front-line teams and members. The role requires an understanding of digital and fintech platforms and a technical understanding of platform integrations, to ultimately support an excellent digital experience. The Digital Channels Specialist will be a forward-thinker who is able to apply technical knowledge to solve problems and help achieve desired outcomes. The specialist will be a strong communicator and collaborator with internal and external teammates.

Duties & Responsibilities

Supports implementation of enhancements, break fixes, and configuration changes to the digital experience.

• Analyze, research, and test digital tools to gain a deep understanding and act as a subject-matter expert of all digital systems and platforms.
• Clearly and accurately communicate system capabilities amongst internal teams and vendors to determine how tools and platforms can be leveraged to meet desired outcomes.
• Identify required steps to successfully implement new features, including research, testing, validation, communication, and rollout.
• Provide clear and accurate status updates of initiatives.
• Identify risks to delivery and work with teammates to address as needed.

Assumes responsibility for assessing, testing, planning, and developing, an effective digital banking platform.

• Review, analyze, create, and maintain detailed documentation for use internally and externally, such as business requirements documents, workflow diagrams, use cases, procedures, frequently asked questions, meeting minutes, and training modules.
• Assist in training and preparing appropriate parties for project-related initiatives or implementations.
• Oversee and participate in testing efforts related to online/mobile banking platforms, digital account opening, and other associated third-party systems.
• Ensure testing is thorough, risk-based, and ensures features are properly vetted and accurately documented before implementation and conducted within the project deadlines.
• Open and manage cases with third-party vendors to clearly and completely document issues, consistently follow up with vendor until issues are resolved.
• Provide post-implementation support for new initiatives, upgrades, and projects.
• Manage and oversee the needs to maintain systems in production, such as review, test, and communicate changes associated with release updates and changes.

Assumes responsibility for establishing and maintaining effective communication and collaboration with Credit Union personnel and management.

• Prepare routine reports (product/service usage and trend analysis, etc.).
• Work creatively and analytically in a problem-solving environment, demonstrating teamwork and innovation with a strong commitment to excellence.
• Build and maintain positive relationships with all teams within the organization.

Assumes responsibility for related duties as required or assigned.

Duties & Responsibilities

Education/Certification & Experience:

• Bachelor's Degree in Information Systems, Business, or similar
• 3 to 5 years of banking or financial service industry experience, specifically with Online and Mobile banking/Digital Payment experience, Online Account Opening, and Loan Application platforms required. Experience working with third-party vendors and/or project implementation preferred.
• Understanding of common digital services such as P2P, money movement, electronic statements, card management tools, etc., is a must. Technically competent with various software programs, including but not limited to Microsoft Office (Word, Excel, PowerPoint, Visio) and SharePoint.

Skills/Abilities:

• Able to organize, coordinate, and direct projects and oversee project elements.
• Incredibly detail-oriented while being able to apply system knowledge to
• Strong oral and written communication abilities.
• Solid analytical and problem-solving skills.
• Strong organization and time management skills
• Able to use all related hardware and software; extremely computer literate.
• Willingness to work evenings/weekends as needed for occasional project testing and rollout