Digital Support

As Digital Support, you will be responsible for supporting, maintaining, and optimizing the Credit Union's Digital operations.  Provide operational support for all applicable digital systems and platforms, as well as act as the product support specialist for each digital system, making recommendations for the improvement, upgrade, and replacement of these systems. Track and report on the status of these systems, success metrics, and pipeline efforts. Manage applicable digital communication and customization initiatives and digital projects. Support the department, organization, and our membership across various channels and components of the digital ecosystem. Foster a culture of collaboration, education, and outreach to improve the adoption and optimize usage of current and future tech solutions. Work closely with various stakeholders and support teams within and outside of the Credit Union. You will strategically and tactically balance management of current needs and future projects and initiatives, including digital communication and project management, to ensure that the organization always meets and exceeds industry standards of support and innovation.

Direct Reports: None

HOW YOU WILL MAKE AN IMPACT

-                   Provide effective educational and technical support to internal staff and external members relating to digital systems for applicable service tickets (various tiers), consulting with or routing to other technicians when appropriate. Follow up to ensure issues are expediently and thoroughly addressed.  Ensure issues are fully resolved and resolutions are logged and communicated appropriately. Actively recognize common issues and determine root causes of original problems with digital systems and platforms, then enact processes and procedures to prevent issues from arising again. Collaborate with cross-functional teams on monitoring of incident and case tracking related to digital solutions to take a proactive approach to troubleshooting and improving functionality of digital systems and overall member experience. Proactively seek out possible user interruptions for all digital systems to assure member experiences are uninterrupted. Continuously document testing, findings, suggestions, and possible results, as well as recommend solutions and make suggestions to present to leadership as needed. Serve as the direct contact for external vendors and various internal departments for applicable support-related inquiries relating to digital systems and platforms for the credit union.

-                   Maintain and manage all credit union digital systems as directed by department leadership. Collaborate with department leadership to recognize areas of need for testing, improvement, optimization, modernization, upgrade, then recommend and execute applicable methods of implementation and or replacement. Collaborate with external vendors to resolve issues and communicate any product or service-related concerns. Maintain the organization’s relationships with vendors, contractors, and other service providers relating to support of digital systems and effectively maintain these relationships as necessary. Develop and maintain reports relating to the performance, upkeep, improvement, and usability of digital systems.

-                   Maintain and manage digital content and communication across various channels and platforms (e.g.: digital product delivery, digital outreach such as email, web customizations, 'push' communication and/or text messaging, etc.) including intelligent targeting and personalization efforts using data, BI tools and technologies. Gather feedback from users to help refine digital engagement and the member experience. Build and track feedback loops to improve and iterate digital experiences. Track trends in reported metrics and determine causes and means for improvement. Develop, track, and report on all necessary metrics to all applicable parties. Work closely with Marketing, Data Strategy, and other areas to help meet necessary digital deliverables.

-                   Collaborate with the various stakeholders within the organization to develop and deploy new processes, procedures, technologies, and solutions, including proof of concept initiatives, without disruption to normal duties and operations. Work closely with other roles within the department to effectively translate the department’s intent and strategy as well as the credit union’s overall strategy to all applicable areas of this role. Execute, manage, and lead digital projects and initiatives as applicable.

-                   Assist department leadership in identifying, coordinating, and conducting departmental and organizational staff training to optimize digital system functionality and usage. Work with Learning & Development staff to develop and support training and development efforts as necessary. Take an educational approach to client support.

-                   Collaborate with various IT staff to ensure all security measures relating to digital systems are functioning properly and maintain knowledge and awareness of existing and emerging cybersecurity best practices. Ensure the organization’s BCP is adhered to. Maintain on call status for emergency events and disruptions.

-                   Collaborate with department staff to cross train responsibilities for backup and support other areas of the Digital department as necessary. Advocate of a digital-friendly culture. Perform other duties as assigned.

--                 Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

WHAT YOU WILL NEED TO SUCCEED

Experience

5 years progressive responsibility in the financial industry, to include 2 years digital support and systems management experience, preferably in a leadership or mission-critical role. Experience to include project implementation/management and systems administration with demonstrated analytical skills. Experience with a suite of comparable digital banking systems, loan and account origination systems, and other digital products in the banking domain preferred.

Education / Certifications / Licenses

This level of knowledge is acquired through completion of a required Associate’s degree in Information Systems, Computer Science, or related field; Bachelor’s degree preferred. (Will consider additional years of experience in lieu of education requirement). A Project Management Professional (PMP or CAPM) certification or certification related to Business Intelligence is preferred. Must have and maintain a valid driver's license.

PREFERRED SKILLS

• Knowledge of systems utilized by the banking industry to include, but not limited to, internet and mobile banking systems, account and loan origination systems, payment, and card systems, various other fintech and point solutions.
• Familiarity and experience managing various banking systems to include digital banking, loan and account origination systems, CRM, product delivery platforms, member feedback tools, outbound communication channels, data insights platforms, financial wellness tools, scheduling systems, chatbots, AI and RPA tools.
• Ability to perform and deliver under pressure.
• Ability to work with and participate in a high performing team.
• Experience successfully implementing/launching org-wide technical/digital projects with medium to large impact.
• Demonstrated aptitude for understanding and improving digital ecosystems and architecture, with a focus on UI/UX and user education.
• Professional level of verbal and written communication skills are essential to the position.
• Success record of implementation of automated digital journeys in order to maximize member engagement, utilization and conversion.
• Strong decision-making skills with successful and trackable results.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Demonstrated analytical and project management skills for a variety of tasks or projects.
• Demonstrated knowledge of Credit Union regulations, products, policies, procedures, services, related federal state and federal laws and regulations.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.
• Obtaining cooperation and agreement on important outcomes via frequently complex and senior level dialogues.
• Ability to drive oneself to take initiative and action to pursue goals and complete tasks.
• Ability to deal with complex problems involving multiple facets, variables, and situations.
• Ability to execute on Interra’s vision, mission and deliver on our Core Values.

INTERPERSONAL SKILLS

• A significant level of trust, credibility and diplomacy is required.
• In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

COMPETENCIES

• Balance Stakeholders - Understands the needs of diverse stakeholders and the underlying motivations driving those needs, including cultural and ethical factors. Acts fairly in the decision-making process when faced with conflicting demands of stakeholders.
• Drive Results - Consistently accomplishes goals even under adverse conditions. Has a strong bottom-line orientation. Pushes self and helps others achieve results.
• Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
• Interpersonal Savvy - Relates to and can connect with diverse individuals and groups at all levels within the organization. Externally, builds appropriate relationships and rapport with members and external partners.
• Learning Agility - Actively and continuously learning, including new ways of thinking, knowledge, skills, and capabilities. Learns from what was done before and uses success and failure as input for development/improvement and tackling new business challenges.
• Manage Complexity - Makes sense of complex information, processes, and activities to effectively solve problems. Defines situations accurately before determining problems and formulating approaches to solutions; is able to accomplish complex tasks with minimal guidance or instruction.

ADA REQUIREMENTS

Physical Requirements

• Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

 Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.  Interra Credit Union is an Equal Opportunity Employer and does not discriminate against team members or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.

Why JoinIN

• Culture: We believe that a positive work environment is key to success. Staying engaged, informed, and keeping it fun, is how we achieve this.
• Professional Growth: Our Learning and Development Team not only provide day 1 training but continuous improvement and career development for all levels.
• Competitive Salary: Attractive compensation package with performance-based incentives and bonuses.
• Benefits: Comprehensive health insurance, 401(k) matching, tuition reimbursement, company holidays, and generous PTO.
• Community Involvement: Being an active member in communities that we are a part of is important to us. We live here, work here and stay involved here!
• Visit our Opportunities page for more information.

For more information about the role or the application process, please reach out to Ali Barden, AVP Talent Acquisition and Retention Lead at alib@interacu.com or 574-534-2506 ext. 7448