Digital Services Specialist

WECU is seeking a Digital Services Specialist to contribute to the Digital Products team to build new experiences, monitor/measure performance, grow the product strategy, run maintenance for the digital services, implement continuous improvements, and resolve issues with a keen focus on digital member experience. The area of focus will be to create and manage digital experiences. The Digital Services Specialist will assist in the delivery and management of innovative digital products and services with best-in-class member experience principles for WECU members.

RESPONSIBILITIES:

• Responsible for participating in the full project lifecycle and finalizing solution acceptance for Digital Channel service initiatives.
• Manage the reporting of assigned digital services to assess usage and performance trends, recommending potential enhancements.
• Participate in regular cross-functional meetings with key stakeholders from across the organization.
• Provide tier 2 support to business units for all digital services.
• Administer quality assurance testing plans for each digital service to ensure that all system updates and upgrades have no negative impacts.
• Perform quality assurance testing on new digital services to help facility a smooth roll out to the organization and our membership.
• Collaborate with project teams on rollout plans and training to support new digital services that impact the organization.
• Works to deliver member-value in messaging and practice across all digital channels. 
• Stay abreast of the product and services offerings in the space to help ensure our relevance in the digital space.
• Build effective relationships across the organization to enhance digital strategies. 
• Evaluate and respond to member and employee feedback regarding digital channels to ensure effective member solutions. 
• Participate in the development of strategy and function for the Digital Services team to drive member satisfaction and meet financial objectives.
• Analyze and optimize the end-to-end member experience for all Digital service activities, in collaboration with IT and Marketing. 
• Collection of data and analysis to assist in determining the ROI of digital initiatives. 
• Contribute to the development of digital strategies and plans based on business objectives, insights, stats, facts and grounded through the member lens.
• Tracking and measuring efficiency of all initiatives (impact on business and member satisfaction)
• Identification of potential roadblocks and proactive determination of solutions to be implemented.
• Analyze and problem solve system issues in respective application portfolios to determine the best course of action to correct the situation.
• Follow policy and procedures related to Gramm-Leach-Bliley Act (GLBA), Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations. Follow policy and procedures related to SARs by reporting suspicious activity to the Compliance department. Completes mandatory BSA/AML annual training via online web course.
• Complete other duties and projects as assigned.
• Follows WECU’s policies and all applicable laws and regulations. 
• Performs other duties as assigned and may also assist others to complete tasks and work assignments.

 QUALIFICATIONS: 

• Bachelor’s degree in Information Technology or Business Administration, or equivalent work or educational experience preferred.
• 3+ years of credit union and sales and service experience preferred. Broad knowledge of credit union operations including functions, products/services, and regulations.
• 2+ years of experience working with online banking or technology platforms.
• 2+ years of experience with self-service, digital channel development, and implementation preferred.
• Experience working with both the consumer and small business segments.
• Ability to research and compile information for the purpose of leading digital experience strategies and member facing experiences.
• Skilled in handling several projects simultaneously, prioritize effectively, and exhibit good technical and problem-solving techniques.
• Strong technical aptitude with ability to learn new technology independently.
• Excellent analytical and project management skills.
• Experience with JIRA or other project software management tracking tools.
• Excellent communication skills and the ability to comprehend and follow oral and written instructions.
• Ability to operate computer hardware and detect and resolve operational problems.
• Ability to represent the Credit Union in a positive, p