Digital Banking Product Analyst

PrimeLending•Dallas, TX

About The Position

The Digital Banking Product Analyst supports and administers the bank’s digital banking platforms, including online/mobile banking, payment channels, and fraud/dispute systems. The role monitors system performance, troubleshoots and resolves technical issues, and serves as a subject matter expert on digital banking functionality. Responsibilities include performing configuration changes, managing user provisioning, analyzing system and customer activity, and producing reports for management, fraud, legal, and compliance teams. The position also tests and implements system enhancements, maintains procedures, and provides support for escalated operational and customer issues.

Requirements

Bachelor’s degree in Information Systems, Computer Science, MIS, Business Administration, or a related field; equivalent relevant experience may be considered in lieu of a degree.
3 to 5 years digital/online banking, payments, or fintech platform operations within a financial institution or comparable vendor environment.
Direct experience with online/mobile banking platforms (e.g., Q2, Alkami, Fiserv, FIS, Jack Henry, Temenos)
Tier 2/3 escalation support experience: root ‑ cause analysis, log review, defect reproduction, and vendor ticketing/coordination.
Ability to query and analyze data (SQL preferred) across digital channel databases or vendor extracts; build concise management reports/dashboards (Excel, Power BI or Tableau).
Excellent verbal, written, and interpersonal communication skills with the ability to communicate complex payment processes to both technical and non technical audiences.
Demonstrated analytical, organizational, and problem-solving abilities, with a strong attention to detail and the capacity to manage multiple priorities in a deadline-driven environment.
Self-motivated and results-oriented, with a commitment to continuous improvement and operational excellence.

Nice To Haves

Experience analyzing usage trends, feature adoption, transaction patterns, and generating payment ‑ specific reporting (ACH, wires, bill pay) preferred.

Responsibilities

Actively monitors digital banking platforms (online and mobile) using system dashboards, alerts, and performance metrics to ensure high availability, fast response times, and stable customer experience.
Investigates system incidents by reproducing issues, reviewing logs, and gathering diagnostic data, then coordinates with IT, vendors, and product teams to drive timely resolution and document root causes.
Serves as the subject matter expert for online banking, mobile banking, and payment workflows, advising cross ‑ functional partners on system capabilities, limitations, and process impacts.
Executes system configuration updates while adhering to change ‑ management controls.
Manages internal access provisioning, ensuring correct role mapping, entitlement setup, and periodic audits for system users.
Builds analytical reports highlighting customer behavior, feature adoption, transaction patterns, session activity, and system utilization trends to support business and operational decisions.
Generates payment ‑ related reporting (e.g., ACH, bill pay, transfers) for management review, identifying volume spikes, failure trends, and operational risk indicators.
Conducts testing of new releases, patches, feature enhancements, and vendor updates.
Creates and updates process documentation, including step ‑ by ‑ step procedures, operational workflows, and cross ‑ departmental instructions, while ensuring alignment with regulatory and audit requirements.
Provides support for escalated customer issues by analyzing complex scenarios, validating data across multiple systems, and advising support teams on resolution paths.
Performs targeted data analysis for fraud, legal, and compliance teams, including usage verification, transaction ‑ level investigations, and historical activity reviews to support internal cases.
Maintains and updates fraud and dispute system configurations, coordinates end ‑ to ‑ end testing for rule changes, dispute workflows, and fraud ‑ mitigation enhancements to ensure accuracy and compliance.
Other duties as assigned