Digital Banking Specialist I

Assists with providing systems design and supporting services for digital banking, mobile banking, mobile app, e-statements, and voice response units; assists in analyzing digital banking processes to identify and coordinate development of efficient technology solutions to meet business and operational requirements; facilitates development of priorities with Senior Digital Banking Specialist and manager; coordinates and participates in digital banking, e-statement, and voice response testing and problem resolution; provides a variety of user support.

Digital Banking Specialist II is distinguished from Digital Banking Specialist I by their applicable experience and responsibility for performing more complex applications support independently with a sound understanding of Credit Union business operations, products, and compliance requirements.

Job Description

Essential Duties and Responsibilities

• Maintains and supports a variety of applications and software including but not limited to; digital banking, mobile banking, mobile app, e-statements, and voice response.

• Performs user applications support in a variety of systems including but not limited to; online banking, mobile banking, mobile app, voice response unit, e-statements; researches, analyzes, troubleshoots, makes recommendations and/or resolves a wide variety of system problems; provides guidance to users on methods for resolving issues; Acts as liaison with vendors and escalates problems when vendor support is required for resolution.

• Assists in performing standard application maintenance activities and tests software updates. May configure, maintain and monitor SQL database maintenance plans; ensures database backups are performed as scheduled. Troubleshoots and resolves application problems and performance issues.

• Assists in developing functional specifications and mockups for new online banking and mobile applications widgets or pages for proofing for software development projects or application enhancements as needed.

• Develops test plans for new products and software releases; creates scenarios, test scripts and test cases; coordinates and/or participates in testing; analyzes the effectiveness and functionality of new programming to ensure all requirements are met; records test results; notifies programming staff of testing problems and required fixes. Confers with internal and external programming staff to clarify programs and requirements; meets with users following installation to verify that needs and requirements were met.

• Responsible assisting with the development, implementation and rollout of all new programs, systems, and functionality in all associated channels of responsibility, including but not limited to, creating demos, working with ELD for articles, notifying additional staff, coordinating with vendors and internal partners, testing and working after hours to install updates.

• Develops routine specifications as required to serve as guidelines for programming staff to follow for modifications and enhancements of limited complexity.

• Assists both internal and external partners in integrating their software into the aforementioned platforms. Assists in general system administration, system upgrades, troubleshooting problems, SQL upgrades and ensuring maximum availability of said systems.

• Serves as liaison between business units vendor for any SSO (Single Sign On) or API (Application Programming Interface) requests, future integrations or software development projects.

• Reviews user requests for new programs or modifications to existing applications and programs; meets with users to determine and document needs and requirements; analyzes current system functions, procedures and capabilities to determine if improved methods are possible; assesses feasibility; develops and presents proposals for new approaches and options to meet business needs; ensures new functions do not alter or reduce system performance to unacceptable levels.

• Conducts user training as required; assists in the preparation of training plans, outlines, and in the development of training materials; assists in developing and maintaining user and system documentation; distributes notification to users regarding system modifications and updates.

• Participates in the production of periodic and ad-hoc reports using BI Looker tool.

• Assists in developing UX design for member facing software development projects.

• Works with team to provide 24/7 on-call support to monitor, support, troubleshoot and perform maintenance. Ensures processes and procedures are up to date.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.

• Delivers friendly, caring service to internal and external members.

• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.

• Follow all physical and online security procedures and maintain strict confidentiality of all member information.

• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.

• Works scheduled hours and maintains punctuality.

• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.

An equivalent combination of education and experience may be considered.

Education Requirements

• 4 Year / Bachelors Degree in Management Information Systems, Information Technology, Computer Science, or closely related field - Required

Experience Requirement

• 1 Year - Responsible experience in performing user support, testing, and related functions for business applications - Required

• Responsible experience in UX design - Preferred

Skills/Abilities

• Basic principles and practices of business process analysis, systems analysis and design.

• Standard methodology for developing program and user documentation.

• Methods and techniques for performing quality assurance testing of systems and troubleshooting and determining the causes of applications problems and errors.

• Functions, capabilities, characteristics and limitations of standard computer platforms and devices.

• Perform basic business process analyses and apply critical thinking skills to reach sound, logical conclusions regarding user needs and business requirements.

• Understand and apply the analysis of user requirements to the development of functional specifications for programs and program enhancements for efficient, cost-effective technology solutions.

• Utilize advanced knowledge to troubleshoot, diagnose and resolve applications problems.

• Read, interpret and apply technical information on business processes, software and hardware to technical and non-technical users.

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.

• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.

• Resolve problems utilizing advanced knowledge and experience.

• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.

• Use correct English including spelling, grammar and punctuation.

• Understand and follow written and oral instructions.

• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.

• Using hands repetitively to handle, feel or operate computers and other standard office equipment.

• Reaching with hands and arms.

• Intermittent lifting and carrying up to 25 pounds.

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

• Works in a typical technology office environment.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.