Digital Product Lead

BayPort Credit Union•Newport News, VA

About The Position

The primary purpose of this position is to provide excellent digital banking user experience for our members. The Digital Product Lead will collaborate with internal stakeholders and partners to perform tasks including but not limited to: tackling complex technical updates to optimize the digital banking experience and implementing the latest digital technology solutions in the current market.

Requirements

Four-year high school diploma or equivalent.
1-3 years similar and/or related experience.
Knowledge of financial operational procedures.
Strong working knowledge of current Internet technologies.
Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
Ability to operate a PC, proficiency using Windows, MS Office Suite, and PC platforms, and other job-related office equipment.
Strong customer service skills to include telephone skills, well-organized and attentive to detail.
Ability to maintain knowledge of department changes, processes, and procedures.

Nice To Haves

Education up to the equivalent of an associate degree in business or information systems/computer science.
2 years in a financial institution environment.
Knowledge of core host system (currently Symitar)

Responsibilities

Lead the development and implementation of new online services, coordinating effectively with other departments and vendors to ensure seamless integration and staff readiness.
Evaluate usage reports and provide recommendations for enhancing online services based on consumer behavior and industry trends.
Maintain and update staff and member online banking, business banking, and mobile banking products/services knowledge base articles.
Plan, coordinate, and document the progress of mobile and home banking systems, evaluating their effectiveness and proposing necessary changes.
Collaborate with other departments to ensure quality and timely support for users of online services, addressing any technical issues promptly.
Provide technical escalation guidance and troubleshooting assistance to staff regarding online banking, business banking, and mobile banking products/services.
Compile statistics, prepare reports, and document service usage levels and performance metrics for various online platforms.
Record and report all findings to internal stakeholders and partners during the testing and go live process.
Gather and document product requirements from stakeholders and parters for new digital product implementations.
Troubleshoot and resolve digital banking outages and member reported issues.
Perform other duties as assigned.