Digital Channel Specialist

1 week ago

Lowell, United States Jeanne D'Arc Full time
Job Details

Job Location
Acre Crossing - Lowell, MA

Position Type
Full Time

Education Level
2 Year Degree

Salary Range
$20.97 - $31.46 Hourly

Description

Jeanne D'Arc Credit Union offers competitive wages, excellent benefits, a pleasant working environment, and the opportunity for career growth and advancement. We count on our valued workforce to be professional, provide exceptional member service and to help our members make smart financial choices.

Come join us as a Digital Channel Specialist where under the direction of the Digital Channel Officer, the Digital Channel Specialist carries out daily operations of all digital channel requests and supports the ongoing advancement of the Credit Union's digital channel, including digital banking, digital account opening, and IVR. Requires a strong understanding of the digital services landscape and the ability to see things from the viewpoint of the member's experience.

ESSENTIAL FUNCTIONS AND RESPONSIBLITIES:
  • Manages Digital Channel Support help desks to provide quality member service and prompt issue resolution.
  • Contribute to the development of the Digital Banking Services Roadmap to implement strategies to continuously advance digital services offerings, including implementing new features and functionalities, improving the member experience, building awareness of product and service offerings, and promoting adoption and usage.
  • Participates in projects that support digital services strategies and objectives, which are relevant & competitive. Such initiatives are aimed at implementing new digital offerings, streamlining processes, removing friction, and creating a seamless member experience.
  • Assist in the management of scheduled upgrades to all digital and payment platforms. Ensures functionality is tested, troubleshoots issues, and works with vendors to resolve issues timely.
  • Work in collaboration with the Digital Channel Officer in the development of vendor roadmaps of ongoing releases and product enhancements. Completes testing of any rollout strategies of new features and product offerings.
  • Foster digital services vendor relationships and work with them in the pursuit of implementing initiatives, resolving issues, and ensuring successful project outcomes.
  • Actively engages in vendor conferences, focus groups, industry events, and networks with other financial institutions.
  • Stay abreast of social trends, emerging technologies, disruptors, and digital platforms, maintaining a focus on using technology to enhance the member experience and streamline the movement of money.
  • Collaborates with peers across the Credit Union and participates in department or organization-level projects relative to the Digital Channel.
  • Performs other job-related duties as assigned.
Qualifications

KNOWLEDGE AND SKILLS

Experience:
  • One year to three years of similar or related experience.
Education:
  • A two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program.
Interpersonal Skills:
  • Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

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