Digital Operations Analyst

What You'll Do:

This position is responsible for delivering and supporting the product lifecycle of digital technology
services and features. The candidate must be enthusiastic about digital banking, have a detailed grasp of user experience and digital banking capabilities, and be able to articulate their knowledge creatively and visually, with a strong understanding of the banking and fintech industry. The position requires working with various business units across the Credit Union, 3rd party vendors, and new FinTech partners. Process a passion for member facing technology and services. Having analytical, discretion, independent judgment, and having an investigative nature are the core requirements for this position.

Essential Functions:

• Provides operational support of internal and external systems in the digital services area.
• Provides production support to Branch and Contact Center staff (vendor support tickets, email support, Teams instant messages, and calls) as needed, answered in a timely manner.
• Possesses comprehensive knowledge of subject matter for digital banking.
• Assists in managing test scripts after digital product/project implementations, completing test scripts, performing QA, and system integration testing and user acceptance testing.
• Serves as the support liaison, opens support tickets with 3rd-third party vendors, monitors, resolve low, medium, and high support tickets - communicates and reports on the ongoing status.
• Assists in managing online banking releases and collaborate with LGE business units to evaluate new digital products/features, enhancements, drive digital technology initiatives, and provide support/training of business objectives.
• Collaborates with external 3rd party vendor for system support as needed.
• Assist with creating and keeping a comprehensive testing process and documentation.
• Be part of the planning, implementation, project management projects and evaluation of changes to the digital services area.
• Assists in completing manual processes/reporting within the digital services area (inactive users, removing closed accounts from online banking, Bill Pay).
• Ensure department software and applications are functional, open tickets with third-party support teams as needed, troubleshoot to final resolution, catalogue service down times.
• Assists in managing the digital services System Access log from vendors platforms LGE staff access.
• Facilitates relationship with vendors and maintains relationships for long-term contracts.
• Lead and conduct operational analysis of business processes, and identify process improvement areas.
• Make recommendations for feature enhancements to ensure viability and competitive in the digital services marketplace.
• Maintain vendor management software for digital services vendors and 3rd-party vendors.
• Assist in internal/external compliance audits on digital services vendors and processes.
• Performs Alkami Admin Users Audit weekly and monthly.
• Be familiar with and follow all policies, procedures and processes which have been established in order to meet compliance requirements of all applicable federal regulations. The regulations include but are not limited to the Privacy Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Reg. CC and Patriot Act.

Who you are:

• Required: 2 - 4 years of experience in digital support
• Required: Proficiency in Microsoft Excel, PowerPoint, Word
• Preferred: Bachelor's degree in a related field equivalent combination of education and experience.
• Possesses comprehensive knowledge of subject matter
• Strong technical, analytical, and troubleshooting skills and ability to effectively troubleshoot digital services/online-related issues
• Strong operational, organizational and communication skills
• Strong presentation, development, verbal, and written skills
• Knowledge of the digital services marketplace