Onsite Digital Services Analyst - Rancho Cucamonga, CA (Experienced)

Are you passionate about creating an amazing member and team member experience through digital services? We have the perfect opportunity for you!

We are seeking an experienced applicant in a Digital Services role or in a software utilization and testing environment. 

The Digital Services Analyst provides optimal support in technology services by enhancing our members’ seamless digital banking experience. These service outcomes reflect contemporary best practices and achieve optimal outcomes for the organization’s strategic operations and business requirements. A Digital Services Analyst 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. The Digital Services Analyst 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
1. Fosters a partnering environment with an open communication forum within the department and throughout the organization.
2. Excellent communication skills, patience, and ability to clearly explain technical concepts to users and team members with varying levels of technical expertise.
3. 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.                                                                                                                                                                                                                                                                      4.Embraces new ideas, technologies, and processes with a positive mindset. Effectively navigates uncertainty, responds constructively to challenges, and supports others through transitions.
5. Completes member related inquires via email, phone, instant messaging, and Member Account Research (MAR) requests.
6. Provides support to all departments across the organization; including Branches, Call Center, and ISC to research and resolve escalated member issues.

Operations
7. Serves as key contact for system technical errors. Works towards resolution by either handling or contacting necessary resources. Tracks and monitors issue frequency.
8. Monitors digital platforms for potential issues such as slow loading times, crashes, and system errors; proactively identifying areas for improvement.
9. Analyzes complex technical errors, user feedback and support trends to identify recurring issues, root causes, potential areas for service enhancements; implements effective solutions.
10. Identifies and resolves technical issues with digital platforms, including login problems, navigation errors, data inconsistencies, and system malfunctions.
11. Utilizes system(s) test environments to create and test enhancements.
12. Tests all system releases, enhancements, and updates for associated digital service and core systems while following testing scripts. Identifies potential complications from any adjustment(s); alters test plans accordingly.
13. Provides testing assistance after upgrades or patches have been applied to production system.
14. Ensures efficient and reliable operations are consistent in all digital interaction and processing systems, based on how each system coexists with the other.
15. Takes a detailed approach to identifying and resolving issues, ensuring accuracy in documentation and data management.
16. Works with management and Digital Banking vendors to keep mirror images of production and stage admin systems to maintain an accurate testing environment.

Development
17. Exemplifies the attitude, aptitude, and ability to learn quickly and efficiently while showing assertiveness in personal development.
18. Independently takes responsibility for learning and development by acquiring and refining of technical and professional skills needed in job-related areas.
19. Continuously develops technical proficiency and stays current with industry trends, best practices, and emerging technologies.
20. Provides feedback on department policies and processes to improve efficiency and service outcomes.
21. Assists leadership in creating training resources for frontline team members.
22. Assists management in evaluating and creating Standard Operating Procedures (SOPs) and desktop procedures as appropriate for frontline team members and Digital Services Department.

No aggressive sales goals – our focus is serving Members.

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, 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 consideration for pay is designed to support career growth and development over time. Offers extended depend 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: $27.55/hour | Midpoint: $34.44/hour| Maximum: $41.33/hour

Salary : $28 - $41