SUMMARY
Under the general supervision of the FAVP Electronic Services, the Digital Services Associate is responsible for leveraging technology and data to improve member experience, increasing operational efficiency, and drive growth for the organization through its Digital Banking Platforms. The Digital Services Associate will act as a primary liaison between business teams, technical staff, service providers and senior management to implement and support Digital Banking operations. This role requires a combination of technical skills, data analysis capabilities, and an understanding of the financial services and credit union industry.
The Digital Services Associate plays a key role in the administration, support, and continuous improvement of the Credit Union’s digital banking ecosystem. Working closely with technology partners, and third-party service providers, the Digital Services Associate supports the implementation, enhancement, and optimization of digital products and services. The position contributes to the ongoing development of online banking, digital account opening, business banking services, payment solutions, depository products, and receivables capabilities.
The position performs a broad range of digital banking operational activities, including online banking administration, account opening administration, exception processing, transaction review, fraud mitigation support, account maintenance, member issue resolution, and vendor-supported service management. This position monitors system performance, identifies operational trends, investigates and resolves complex issues, and recommends process improvements that enhance efficiency, reduce risk, and strengthen the member experience. The role exercises sound judgement in handling exceptions, balancing member service objectives with controls.
The Digital Services Associate promotes exceptional service to members and internal partners through effective communication collaboration, and problem solving. Working closely with the FAVP Electronic Services, this position supports departmental objectives, digital growth initiatives, and strategic efforts that advance the Credit Union’s digital capabilities and long-term organizational goals.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all functions, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.
- Responsible for development of member facing digital technology including but not limited to: Online Banking, Mobile Banking, Online account opening, Business banking, Bill Payment, External Transfers, Remote Deposit Capture, P2P solutions, and any virtual communication or chat with members.
- Responsible for the daily activities of the Digital services operations, ensuring quality delivery of the Online Banking, Mobile Banking, Account opening, digital payment services, and related electronic services platforms.
- Manages centralized digital banking activities including user administration, access management, entitlement reviews, maintenance request, and service issues resolutions.
- Monitors digital banking systems and workflows to ensure operational effectiveness, member accessibility and services continuity.
- Provides timely support to member facing and other internal staff. Via help desk tickets, secure and unsecure email and virtual chat channels.
- Implements digital banking enhancements, system upgrades, integrations, and vendor related projects.
- Assists with online banking enrollments, profile builds, and user experience group changes for retail and business banking members.
- Handles complex bill pay inquiries, difficult external transfer issues, and trouble shoots updates to access or permissions on behalf of the member.
- Researches and resolves problems independently or with moderate guidance from management.
- Strengthens controls related to online banking access, authentication, and suspicious activity monitoring.
- Takes ownership of member concerns and provides a prompt follow-up/resolution with a sense of urgency.
- Works closely with management to monitor member experience groups and manage features and functionality available to select groups of members in online and mobile banking platforms.
- Oversees centralized account opening operations including online account opening, consumer deposit account workflows, and supporting operational processes.
- Ensures account opening activities are completed accurately, efficiently, and in compliance with applicable regulations and policies.
- Reviews account opening metrics and service levels to improve turnaround times and member experience.
- Trains frontline staff on online banking and mobile banking best practices and cross trains department staff as needed.
- Regularly attends and participates in in-house training.
- Stays updated on regulatory changes related to online banking, mobile baking, payment solutions, and depository products.
- Demonstrates an up-to-date and comprehensive knowledge of all credit union products and services.
- Ensures that the credit union remains compliant with NACHA industry regulations.
- Maintains appropriate user roles in applicable systems and ensures a working knowledge of updates and enhancements appropriately.
- Provides feedback on and assists with Procedural updates for the department as needed.
- Communicates the needs of the department to Management.
- Works with Management to gather reports as needed, including for leadership, Board of Directors and Auditors.
- Provides monthly activity reports for various delivery channels including but not limited to Remote Deposit, mobile remote deposit capture, online wires, and online ACH.
- Works with Digital Services Management, applicable internal staff, and third-party vendors to determine and implement solutions for issues related to services including, but not limited to Online Banking, Bill Pay, Quick Books, P2P payment solutions, A2A payment solutions, and ATMs.
- Monitors Help Desk channel and assigns tickets to appropriate parties.
- Monitors Teams Channel and responds timely to all inquiries.
- Handles incoming inquiries from Credit Union personnel related to Consumer Online Banking and related services.
- Ensures ACH, payroll and member share drafts are posted in a timely manner, in accordance with all applicable regulations and credit union policies and procedures.
- Assists Management in ensuring timely and accurate processing of Remote Deposit and Mobile Deposit.
- Ensures Wire Requests from all branches and departments are processed timely and accurately according to internal and Fed timelines.
- Collaborates with IT to ensure the security and integrity of Consumer Online Banking and business online banking are protected.
- Supports Management with completion of Security audits and annual risk assessments.
- Collaborates with other departments such as Business Treasury, Branch Operations, support Operations, Member Experience, and Marketing to align with organizational goals.
- Gather and interpret data on user behavior, identify trends, and recommend enhancements to ensure a seamless digital experience for members.
- Performs duties as assigned by management and may be assigned to work at any branch/location.
- Ability to work evenings and weekends, and to be on-call as needed.
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and Experience
Bachelor’s degree in business, information technology or related field preferred, or an equivalent combination of experience and training.
Five plus years of increasingly responsible related experience within a financial institution.
Previous experience supporting digital platform implementations, system integrations, and API based services.
Previous experience implementing electronic services and product development.
Knowledge
Board policies and Credit Union goals, organizational structure, policies, procedures (including Office Procedure Manual and Employee Handbook) and practices.
Credit Union products, services, programs, and promotions.
Computer system/software to effectively perform job.
Other Skills and Abilities
Ability to travel, attend, and participate in training and meetings at various locations. Ability to work a variety of hours, including evenings and weekends.
Operates a variety of office equipment and machines.
AFFIRMATIVE ACTION/EEO STATEMENT:
CoastHills is an Equal Opportunity/Affirmative Action employer. We will consider all qualified applicants for employment without regard to race, color, religion, ancestry, gender, pregnancy, sex, sexual orientation, transitioning status, gender identity, gender expression, national origin, age, genetic information, military and veteran status, marital status, medical condition, mental disability, physical disability, or any other basis protected by local, state, or federal law.
For our EEO Policy Statement, please click here. If you’d like more information on your EEO rights under the law, please click here.