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Digital Services Support Specialist
2 months ago
We are seeking a highly skilled Digital Channel Specialist to join our team at Jeanne D'Arc Credit Union. As a key member of our digital services team, you will play a critical role in delivering exceptional member experiences through our digital channels.
Key Responsibilities- Manage Digital Channel Support: Provide high-quality member service and prompt issue resolution through our digital support help desks.
- Contribute to Digital Banking Roadmap: Collaborate with our Digital Channel Officer to develop strategies for continuously advancing our digital services offerings, including implementing new features and functionalities, improving the member experience, and promoting adoption and usage.
- Participate in Digital Services Projects: Work on projects that support our digital services strategies and objectives, which are relevant and competitive. These initiatives aim to implement new digital offerings, streamline processes, remove friction, and create a seamless member experience.
- Manage Digital Platform Upgrades: Assist in the management of scheduled upgrades to all digital and payment platforms, ensuring functionality is tested, troubleshooting issues, and working with vendors to resolve issues timely.
- Develop Vendor Roadmaps: Collaborate with the Digital Channel Officer in the development of vendor roadmaps for ongoing releases and product enhancements, completing testing of any rollout strategies for new features and product offerings.
- Foster Vendor Relationships: Foster digital services vendor relationships and work with them to implement initiatives, resolve issues, and ensure successful project outcomes.
- Stay Up-to-Date with Industry Trends: Actively engage in vendor conferences, focus groups, industry events, and networks with other financial institutions to stay abreast of social trends, emerging technologies, disruptors, and digital platforms.
- Collaborate with Peers: Collaborate with peers across the Credit Union and participate in department or organization-level projects relative to the Digital Channel.
- 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.
