Digital Services Director
About The Position
We’re proud to be named one of USA TODAY’s Top Workplaces, and we’ve earned the Best and Brightest Companies to Work For award for 8 years straight. Founded in 1937, Advancial is one of the oldest credit unions in the country. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions. At Advancial, we don’t just work hard – we play hard, too. We’re a team that thrives on passion and collaboration, where every day feels like a chance to make a difference. Our culture is built on positivity, creativity, and the belief that work should be fulfilling, not just a “day job.” The Digital Services Specialist will provide support for all of the Credit Union’s member-facing digital touch points as well as some internal systems. The Digital Services Specialist will work with the Digital Services Director in assuring that all digital service touchpoints meet stakeholder expectations.
Requirements
- Associate’s Degree (or equivalent experience) plus one year of relevant experience
Nice To Haves
- Familiarity with the following systems is a plus: Jira/Atlassian, TestFlight, Twilio/SendGrid, CRM case management, HTML
Responsibilities
- Provide support for services such as Member Management Console, Online Banking, Mobile App, Online Membership Application, Zelle, Member to Member Transfers, Bill Payer, Payments, Transfers, Chat, Video Chat, SMS Text Delivery, Mobile Wallets, Remote Deposit, and Lending Portal on a daily basis. This includes handling member questions and feedback professionally, and researching member accounts. This includes answering calls and responding to CRM cases.
- Assist with testing, QA, and implementation of digital projects. Builds and follows test plans.
- Conduct bug tracking and case management via Jira and collaborates with developers on these items.
- Manage Zelle token change requests, works error resolution cases and submits support tickets to third party vendor when needed.
- Aid in development, facilitation and maintenance of internal and external training materials on the Credit Union’s digital services and products.
- Troubleshoot, set up, train, and maintain the Credit Union’s texting platform.
- Analyze, evaluate, communicate, and monitor changes needed to maintain systems and/or processes.
- Collaborate with the Member Experience department to solve member issues and evaluate feedback.
- Adhere to Advancial branding standards and has strong writing ability with attention to detail.
- Certify compliance with federal and state regulations.
- Ensure harmonious and positive relationships with the branches, internal departments, external partners and membership consistent with the Credit Union’s mission and philosophy.
- Responsible for maintaining a working knowledge of computer equipment and software required including Microsoft Word, OneNote, Excel, etc.
Benefits
- Take Time for Life: In addition to 11 company holidays, you start with 3 weeks of vacation, and can recharge at our beautiful vacation homes in Destin, FL, and Breckenridge, CO – free for you and your loved ones (you just pay taxes).
- Retire with Confidence: We contribute to your 401k. It’s our way of helping you build the future you deserve.
- Pets Are Family Too: With affordable pet insurance (we even chip in), your furry friends are covered for everything from checkups to surgeries.
- Invest in Your Future: We’ll cover 80% of your tuition costs after one year, so you can continue to grow, learn, and achieve your goals.
- Life Happens: Our Advancial Life Rewards program reimburses you up to $1,000 each year for unexpected expenses – because we know life doesn’t always go according to plan.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
251-500 employees
