Digital Services Support Analyst

Work Location

This position is eligible for remote work for candidates who meet the requirements in the following states: Florida, Georgia, Hawaii, Idaho, Indiana, Illinois, Massachusetts, Montana, Nevada, New Jersey, North Carolina, Oregon, Tennessee, Washington, and Wisconsin. Onsite and hybrid work arrangements are also available at our Corporate Headquarters location in Springfield, Oregon.

Compensation

• Base Salary: The full salary range for the Digital Services Support Analyst position is $4,540 to $6,830 per month, with new hires generally starting between $4,540 to $5,870 per month, based on relevant knowledge, skills, education, and experience. This range will be converted to semi-monthly ranges for exempt employees.
• Annual Incentive: In addition, all SELCO team members receive an annual incentive based on how well SELCO meets the prior year’s strategic business goals. This incentive is calculated using the team member’s prior year eligible earnings and ranges from 0%-12% (with the average payout over the last five years being 11.07%).

Benefits

Our team’s well-being is a priority, and we’re proud to offer a comprehensive and holistic benefits package for team members and their families.

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) retirement plan (with guaranteed employer contributions)
• Paid time off for personal and volunteer hours, as well as 10 paid holidays per year
• Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.

Position Overview

The Digital Services Support Analyst supports and analyzes SELCO’s consumer and commercial digital banking services (e.g., online and mobile banking, bill pay, RDC, P2P, etc.). The analyst provides second-tier end-user support, troubleshoots system issues, and manages routine administrative tasks. The analyst collaborates with the Digital Services Team to test and implement upgrades and new services.

SELCO Core Essential Functions

• Demonstrate adaptability and leadership skills and uphold SELCO’s Mission Statement, Corporate Values, Service Promises, and Exceptional Customer Service Standards.
• Adhere to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations.
• Interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help.
• Consistently achieve individual performance goals and contribute to department and organizational objectives.
• Represent SELCO with a high level of integrity and professionalism.
• Adapt to and support change to accomplish SELCO’s goals and objectives.
• Actively participate in and/or lead required meetings and trainings.
• Perform other duties as assigned.

Position-specific Essential Functions

• Act as a subject matter expert for all digital banking applications. Ascertain and be familiar with current system documentation and configurations.
• Provide second-tier technical support to members and team members using SELCO’s digital banking platforms. Collaborate with vendors and other business units to identify a resolution.
• Triage planned and unplanned system maintenance and outages. Promptly communicate with Management and across the organization.
• Effectively manage issues, member and team member feedback, and maintenance requests using SELCO’s internal ticketing system, vendor ticket systems, and other tracking tools. Escalate as needed until an acceptable and timely resolution is reached.
• Provision users and manage access permissions in digital systems in accordance with authorization procedures.
• Participate in Quality Assurance and User Acceptance Testing for system upgrades, product enhancements, and new product implementations. Thoroughly identify and report issues/bugs.
• Actively participate in assigned department and corporate projects.
• Recommend, create, and maintain department and product documentation, including resource guides, procedures and training tools. Write internal announcements about system changes and enhancements.
• Perform routine administrative support tasks for the Digital Services department.
• Respond to App Store reviews from members.
• Communicate enhancement requests and issue trends with the Digital Services team. Collaborate on identifying potential solutions or enhancements that meet member and SELCO needs.
• Create and periodically present training about digital services products and troubleshooting techniques to the first-tier support teams in a “train-the-trainer” manner.
• Maintain professional and technical knowledge through various means (i.e., attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.)

Skills and Abilities

The position requires:

• Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people. Value them. Ask how you can help. Listen. Help them. Invite them back.
• Effective communication and active listening skills through all methods of interaction (e.g., in person, via phone, and in writing).
• Strong problem resolution and problem prevention skills with the ability to define problems, collect data, establish facts, draw valid conclusions, and implement solutions.
• Strong knowledge of computer systems, including knowledge of systems as it applies to department usage.
• Good understanding and proficiencies with various desktop and mobile application platforms and operating systems, including Microsoft Windows, Apple Safari, Android, iOS, and Chrome. Ability to learn and master specialized software applications.
• Ability to firmly understand commonly used concepts, practices, and procedures within the Information Technology field.
• Strong computer and software skills, including Microsoft Office 365 applications.
• Strong interpersonal skills with the ability to work collaboratively with others.
• Excellent time management, prioritization, and organizational skills with a high level of initiative, accountability, and flexibility to adapt to changing business needs and deadlines.
• Ability to work accurately with close attention to detail.
• Strong analytical skills and ability to use experience-related knowledge and good judgment to make sound, logical decisions.
• Willingness and ability to receive, give, and apply coaching and feedback.
• Ability to maintain confidentiality of sensitive information.
• Work ethic that includes dependability, punctuality, and a professional appearance and demeanor.
• Ability to perform and complete tasks despite background noise and interruptions.

Education and Experience

• High School Diploma or equivalent; and
• Bachelor’s degree or equivalent experience as demonstrated through related, generally accepted, discipline-specific certifications; and
• At least two (2) years of experience with computer operations or technical customer support; and
• Financial institution experience preferred; and
• Must be bondable.

Physical Demands

While performing the job duties, approximately 90% of the time is spent stationary, with the remaining time spent moving around work areas. Frequent communication occurs in person, over the phone, and in writing. This position requires the ability to view a computer screen and interpret printed materials and other documents. This position requires the ability to lift and transport up to 10 pounds, and there is an occasional need to stoop, kneel, or reach to access documents, equipment, and supplies.

Interaction and Work Environment

Reports To: Digital Services Supervisor

Work areas are inside, in a climate-controlled environment with background noise. May require occasional work outside normal work hours (early mornings, evenings, and weekends) to address scheduled and unscheduled systems maintenance.

Material and Equipment Used

Computer, phone, scanner, copier, fax machine, web camera, tablet, and general office supplies

Acknowledgement

I have received and reviewed a copy of the Digital Services Support Analyst description. I understand that this job description is not a contract of employment and in no way changes the at-will nature of the employment relationship with SELCO Community Credit Union.