Digital & Payments Experience Specialist (Hybrid)

First City Credit Union•Altadena, CA

4d•Hybrid

About The Position

The Digital & Payments Experience Specialist will assume, but not be limited to, the following responsibilities: Administer and support digital and payment channels including user access, enrollment, troubleshooting, and ticket queues; drive resolution of complex incidents and defects. Monitor platform health & KPIs (availability, transaction success rate, error backlog, adoption/utilization, member sentiment/NPS); propose and implement optimizations and desk procedures/SOP updates. Support integration and launch of new digital platforms/modules (SSO, APIs, feature toggles); support UAT, cutover plans, member/staff comms, and post‑launch monitoring. Support with coordination of core (Symitar/Episys) and digital vendors/processors (e.g., CO‑OP, QRD, Fiserv) to deploy fixes, updates, and configuration changes; document changes and controls. Serve as an internal escalation point for complex digital/payment issues; provide coaching and training to front‑line and contact center teams as needed; maintain knowledge base materials and internal procedures. Collaborate closely with the department AVP, VP, and other senior leaders to support strategic initiatives, operational improvements, and alignment with organizational Digital First objectives. Embody standards expected of a high-performance environment and culture that values teamwork, accountability, and continuous improvement.

Requirements

A high school education or GED
1-3+ years in digital banking or payments operations within a financial institution/credit union
Working knowledge of payment processing systems (e.g., Symitar, Check 21 platforms, card processing, etc)
Understanding of regulatory requirements and risk management in electronic payments
Excellent written and verbal communication skills
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)

Responsibilities

Administer and support digital and payment channels including user access, enrollment, troubleshooting, and ticket queues; drive resolution of complex incidents and defects.
Monitor platform health & KPIs (availability, transaction success rate, error backlog, adoption/utilization, member sentiment/NPS); propose and implement optimizations and desk procedures/SOP updates.
Support integration and launch of new digital platforms/modules (SSO, APIs, feature toggles); support UAT, cutover plans, member/staff comms, and post‑launch monitoring.
Support with coordination of core (Symitar/Episys) and digital vendors/processors (e.g., CO‑OP, QRD, Fiserv) to deploy fixes, updates, and configuration changes; document changes and controls.
Serve as an internal escalation point for complex digital/payment issues; provide coaching and training to front‑line and contact center teams as needed; maintain knowledge base materials and internal procedures.
Collaborate closely with the department AVP, VP, and other senior leaders to support strategic initiatives, operational improvements, and alignment with organizational Digital First objectives.
Embody standards expected of a high-performance environment and culture that values teamwork, accountability, and continuous improvement.