Digital Experience Specialist

Position: Digital Experience Specialist (DES)

Pay Range: $22.91 to $34.37

FLSA Classification: Non-Exempt

Description:

Serving our members with excellence and exceeding expectations is at the forefront of our business, and we can happily share that Foothill has been ranked a five-star financial institution by Bauer Financial. Bauer only recommends institutions with four- and five-star ratings. We are amongst the highest of our peers.

Foothill Credit Union is a community advocate and strives to partner with other businesses and organizations dedicated to community involvement. We often participate in events and fundraising efforts benefiting the schools and organizations we serve in order to give back to our members and community.

Awards:

CUNA 2021 Member Benefits Top Performance for delivering a direct benefit of $690 per member household.

Benefits:

· Foothill medical, dental, and vision benefits are covered 100% for team members plus 50% of dependent coverage.

· 401(k) Plan with dollar-for-dollar match (up to 6%)

· Profit-Sharing Plan

· Flexible Spending Account

· Life and AD&D Insurance

· Paid Time-Off Program

· Educational Reimbursement Program

· Paid Holidays

· Special Recognition Programs

Summary: The Digital Experience Specialist is responsible for day-to-day activities and support of Digital Banking initiatives, including assisting in executing strategy, tactics, innovation, design, implementation, training, and support regarding Foothills member-facing digital banking tools; responsible for supporting several directives by administrating and assisting in the execution of Digital Banking projects and tasks. The Digital Experience Specialist is expected to support the other lines of the Digital Banking business, including involvement in operational channels of communication and implementations as delegated by management.

Essential Duties and Responsibilities: The requirements below represent the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Digital Banking:

· Works with internal departments and vendor partner(s) support to resolve system issues and downtime; manages service tickets to ensure all issues are resolved promptly

· Opens tickets within the Alkami system and other third-party partners

· Contributes to the online banking/mobile roadmap items

· Responsible for supporting several directives by administrating and assisting in the execution of Digital Banking projects and tasks

Data Extraction & Reporting:

· Develops, tracks, and reports on system performance and feature/functionality utilization

· Extracts data from online banking/mobile platforms to determine areas of improvement for member usage and penetration

· Track and manage dashboards for digital solutions via voice of member feedback

· Utilize Alkami's online/mobile banking back-end platforms such as JIRA, FLUX, Confluence, and Alkami Community Board

Member Digital Experience:

· Work with internal departments and vendor partner(s) support to resolve system issues

· Identify, recommend, and prioritize new features and applications in conjunction with department management

· Perform research and make recommendations regarding opportunities to improve the members' digital experience

Digital Experience Development & Training:

· Work with Digital Product Owner to develop team and member training/educational tools related to website/mobile roadmap enhancements

· Assist with the development of effective digital banking resources and assist with staff training, including any Digital All-Staff meetings

· Coordinate staging environment testing for newly deployed features.

· Identify test system issues, user acceptance testing, and report findings to the Digital Product Owner

Experience/Education Requirements:

· High School Diploma or equivalent required

· Must have three (3) years of Customer service/Sales experience

· Implementing/supporting e-commerce-related strategies, the mobile app experience is preferred

· Understanding of online banking products, including payments, money movement, and digital banking functions, is preferred

Other Essential Skills and Abilities:

· Excellent communication skills

· Microsoft Office Products (e.g., Word, Excel, PowerPoint)

· Basic math skills

· Excellent customer service skills

· Build internal and external networks to serve clients and grow the business model

· Critical thinking, judgment & problem-solving skills

· Ability to assess problems quickly and map out viable and effective solutions

· Must be a team-oriented individual with collaborative solid skills who is detail-oriented and well-organized, with the ability to effectively multi-task multiple projects simultaneously

Foothill Credit Union is an Equal Opportunity Employer and does not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, intersectionality, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Compensation details: 22.91-34.37 Hourly Wage