Digital Operations Specialist

Overview

Assists with the operational duties related to digital banking platforms.  Understands digital banking services thoroughly with awareness of inherent risks and threats and an understanding of the controls in place to ensure all risks and threats have been sufficiently mitigated. Responsible for documentation of the user experience for all digital banking services to be used for internal job aids and to support frontline employees who assist members with digital banking. Provides analysis and reporting of member feedback related to digital banking services, which is considered when prioritizing development and enhancements of digital banking. Investigates incidents that cannot be solved by frontline staff and secondary support teams. Works with developers internally and externally to achieve resolution. Participates in testing new development prior to releasing to membership. Assists with responses to member feedback and concerns. Rotates on-call assignments for one week periods.

 

This position requires an understanding of all AFCU digital banking products and services.  An individual in this role must be able to analyze and interpret data contained in reports and dashboards.  Success in this position will require ability to quickly acquire new knowledge and skills, and an ability to work autonomously - adjusting quickly to shifting priorities, multiple demands, and rapid change.

Responsibilities

1. Assumes responsibility for all published content regarding digital banking services

a. Consults all applicable stakeholders, developers and compliance administration to create and maintain internal resources that document the user experience for all digital banking services.b. Conducts a thorough review of Ask A Question to update and consolidate content upon the completion of every project.c. Ensures accuracy and timeliness to deliver resources in conjunction with development projects to prepare for organizational readiness. d. Provides subject matter expertise to assist internal departments to review, edit and maintain accuracy of training and marketing assets, including development center courses, knowledgebase content, web pages, and monthly training presentations.e. Responds to feedback and suggestions to improve resources and digital banking features.f. Conducts routine reviews of all published content related to digital banking to ensure accuracy.

2. Tier 3 Support and troubleshooting resources

a. Answers calls and emails from other departments and solves high level Digital Support Incidents.b. Claims incoming reported incidents to be added to personal queue. Completes advanced troubleshooting and data research to identify and resolve incidents.c. Maintains personal queue by conducting routine follow-up, manages subsequent requests submitted internally with other departments, and externally with vendors, and exchanges information and data as needed to achieve resolutions.d. Effectively communicates with Tier 2 support teams and frontline staff to help facilitate member support.e. Documents successful troubleshooting processes to further develop job aids and procedures to support ever-evolving software and workflows. f. Collects data upon request when needed for subpoenas, or other department needs.

3. Feedback analysis and reporting:

a. Administers Beta Testing site by drafting surveys and instructions for employee pilot testing of digital banking services.b. Compiles data from multiple sources including vendor reporting platforms and app stores.c. Identifies positive and negative trends and reports potential concerns based on projections of current trends.d. Works within controls to ensure the accuracy, timeliness, and confidentiality of all reports.e. Provides digital banking data required for criminal and grand jury subpoenas. 

4. Risk assessment and compliance assurance:

a. Assists in completing risk assessments for digital banking products and services, involving all applicable stakeholders to ensure all threats are identified and that all risks are mitigated through reliable controls.b. Reviews risk assessments on a regular basis to ensure relevance and continued accuracy and completeness.c. Ensures audit readiness and preparation, frequently reviewing risk assessments, procedures, user guides, and other training materials for relevance, completeness, and accuracy.

5. Assumes responsibility for related duties as required or assigned.

a. Helps to review and respond to members’ feedback and complaints.b. Rotates on-call coverage for one-week periods 2-3 times per year.c. Assists division personnel as needed.d. Keeps management informed of area activities and of any significant problems.e. Attends meetings as required.f. Stays informed on trends and developments in digital banking.

Qualifications