Digital Services Analyst
About The Position
As a Digital Services Analyst, you are a proactive, solutions-oriented professional who strengthens the digital experience for our members and internal teams. You lead with curiosity and initiative, helping optimize digital platforms, resolve service issues, and enhance system functionality. Your stewardship of data accuracy, issue resolution, and process improvements plays a key role in delivering a seamless, secure, and intuitive digital banking experience. Working collaboratively across departments and vendor partners, you ensure our digital channels operate reliably, user journeys remain friction-free, and member feedback fuels ongoing improvement. Your leadership in execution supports our commitment to innovation, accessibility, and digital excellence.
Requirements
- Education: High school diploma or equivalent (required)
- Experience: 2+ years of experience in digital banking, fintech operations, technical support, or financial services (required)
- Technical Skills: Proficiency in digital banking systems, CRM tools, and Microsoft Office Suite (required), familiarity with troubleshooting, system navigation, and basic data analysis (required)
- Soft Skills: Strong analytical, problem-solving, and organizational skills (required), excellent communication, documentation, and cross-functional collaboration abilities (required), and a steady, composed approach when navigating technical challenges or member escalations (required).
- Attributes: Solutions-driven, detail-oriented, and committed to digital excellence (required), with a member-focused mindset for simplifying digital experiences (required), and an adaptable, forward-thinking approach in a continuously evolving environment (required).
Nice To Haves
- Education: with an associate or bachelor's degree in information systems, business, or a related field (preferred).
- Experience: along with experience using digital platforms such as online/mobile banking, authentication systems, or ticketing systems (preferred).
- Technical Skills: and knowledge of digital security protocols, authentication processes, and user-access systems (preferred).
Responsibilities
- Digital Channel Support & Optimization Monitor digital banking systems to ensure stability, performance, and user accessibility.
- Analyze trends in member usage, system performance, and common pain points to recommend improvements.
- Support the configuration, maintenance, and enhancement of digital platforms, including online banking, mobile banking, telephone banking and remote services.
- Serve as a resource to internal teams by interpreting system behavior, identifying root causes, and guiding resolution.
- Issue Resolution & Vendor Collaboration Lead the intake, research, and resolution of digital service issues, ensuring timely follow-through and documentation.
- Collaborate closely with vendors and technology partners to troubleshoot system errors, outages, service delays, and release updates.
- Communicate clearly with internal stakeholders on issue status, expected timelines, and interim solutions.
- Member Experience & Support Provide advanced support for escalated member digital service inquiries, ensuring clarity, empathy, and effective solutions.
- Partner with Member Services and branch teams to strengthen digital literacy and empower staff to guide members confidently.
- Document and advocate for member needs to help inform platform enhancements and user-focused improvements.
- Digital Process & Compliance Stewardship Help maintain digital banking procedures, ensuring accuracy, clarity, and compliance with security standards.
- Support audits, patch management activities, and risk assessments related to digital systems.
- Monitor adherence to authentication, access, and data governance requirements to safeguard member information.
- Reporting, Analytics & Continuous Improvement Develop and maintain operational dashboards and performance reports related to digital channel usage, error rates, and service KPIs.
- Identify opportunities to streamline workflows, automate manual tasks, and strengthen system efficiencies.
- Contribute feedback and testing support for new releases, system upgrades, and feature launches.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
