Digital Services Specialist

WEOKIE Federal Credit Union•Oklahoma City, OK

9d•Onsite

About The Position

The primary purpose of this position is to assist WEOKIE Federal Credit Union in carrying out our vision. Our vision is to make a difference, one person at a time, by being the best place our employees have ever worked, our members' most trusted financial partner, and a positive force to improve our community. We carry out this vision by "Doing the Right Thing." The Digital Services Specialist supports the delivery, maintenance, and enhancement of the Credit Union's digital member experience. This position serves as a primary resource for digital account opening, digital onboarding, member service, digital banking support and troubleshooting. The Digital Services Specialist assists members and employees with digital banking products and services while ensuring operational excellence, regulatory compliance, and exceptional member experience. The position partners with internal departments to improve digital adoption, streamline processes, and support emerging technologies and AI-driven tools. The Digital Services Specialist will build and strengthen member relationships by educating members on products and services, identify member needs, and offer personalized financial solutions that deliver value and enhance the member experience.

Requirements

High school diploma or equivalent required.
Two years or more of experience in financial services, contact center operations, digital banking, member service, or related experience preferred.
Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role.
Knowledge of digital banking platforms, online account opening systems, mobile banking applications, and related technologies preferred.
Strong problem-solving, analytical thinking, and troubleshooting skills.
Excellent verbal and written communication skills with the ability to explain technical concepts in a clear and professional manner.
Ability to learn, retain, and apply knowledge regarding multiple software applications, operational systems, and digital technologies.
Proficient in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
Ability to manage multiple priorities while maintaining accuracy and attention to detail.
Ability to work independently and collaboratively within a team environment.
Knowledge of privacy, information security, fraud prevention, and regulatory requirements related to digital services preferred.

Nice To Haves

Post-secondary education in business, finance, information technology, or related field preferred.

Responsibilities

Support digital account opening processes, onboarding activities, and account maintenance functions while ensuring a seamless member experience.
Deepens member relationships through proactive needs discovery, financial education, and consultative service. Connects members with appropriate products and services that support their financial goals, enhance the member experience, and strengthen overall member engagement and retention.
Provide support for online banking, mobile banking, digital account opening, and other digital services platforms.
Assist members and employees with digital service inquiries, troubleshooting, and resolution of issues through various delivery channels.
Research and resolve member concerns related to digital services, account access, authentication issues, system functionality, and operational requests.
Process digital service requests accurately while maintaining compliance with credit union policies, procedures, operational controls, and regulatory requirements.
Monitor digital service activities and identify opportunities to improve service delivery, member satisfaction, and digital adoption.
Assist with testing, implementation, and ongoing support of digital banking enhancements, emerging technologies, and AI-powered solutions.
Collaborate with cross-functional teams to optimize digital workflows, improve operational efficiency, and enhance the overall member experience.
Ensure appropriate risk mitigation activities and operational controls are followed to protect member information and minimize fraud exposure.
Utilize multiple software applications, digital banking systems, operational tools, and reporting resources to support daily responsibilities.
Maintain current knowledge of credit union products, services, digital platforms, and industry trends.
Other duties as assigned.