Digital Support Analyst

7 days ago


San Diego, California, United States Apex Systems Full time
Job Description:

Digital Support Analyst - Hybrid (San Diego, CA)

DIMENSIONS
- This role is responsible for member support, technical resource coordination, and vendor support, serving as the main contact for resolving online channel issues.
- Digital Systems Supported: External member website, online banking platform, mobile banking platform, check image system, bill payment service, e-statements service, branch/ATM location service, online mortgage and consumer loan origination services, among others.
- Members Supported:
- Over 350,000 website visitors per month
- Over 87,000 online banking users
- Over 38,000 bill pay users
- Over 80,000 e-statement users
- Over 36,000 mobile banking users
- Supervisory responsibilities
This position reports to the AVP, Digital Commerce and collaborates with various departments including IT, Marketing, Support Services, and Compliance.

NATURE & SCOPE
- Works effectively with stakeholder departments to resolve system and member issues.
- Monitors online channel service level agreements and ensures operationality.
- Provides communication and education to staff and supports Member Service Center activities.
- Analyses processes and systems, recommends changes, and compares products to industry benchmarks.
- Responds to member complaints, maintains vendor relationships, and reviews web pages for accuracy.
- Assists in the development of the business continuity plans for online systems.
- Actively supports and promotes the credit union's values and vision.
- Education, skills, & abilities
- Bachelor's degree preferred and at least 3 years of financial or service industry experience.
- Experience in internet delivery channels, credit unions or financial institutions, and strong organizational skills.
- Proficiency in communication, project management, and interactive design.
- Ability to handle multiple projects, prioritize, and work independently.
- Familiarity with web page design tools and word-processing software.
- Innovative, creative, and flexible mindset described.

MAJOR ACCOUNTABILITIES
- Coordinates daily online channel activities and member communications.
- Assists in recommending operational changes and business continuity planning.
- Responds to member complaints and liaises with the Member Service Center.
- Participates in the business continuity plans for online systems.

Company Overview
Apex Systems is a leading IT services provider with a global clientele. Join a team that values innovation, collaboration, and continuous learning. We offer career development resources, training, certifications, and comprehensive benefits. Our commitment to excellence is reflected in numerous awards, making us a top destination for IT professionals worldwide.
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