Digital Services Technician

Tucson Federal Credit Union•Tucson, AZ

4d•$24

About The Position

Serve as the primary point of contact for employee support related to digital products, projects, and initiatives, providing troubleshooting, guidance, and issue resolution. Collaborate with key stakeholders to ensure digital products and strategic initiatives are properly tested, implemented, and supported.

Requirements

High school diploma or its equivalent required.
Two (2) years credit union experience required.
Manage and resolve multiple concurrent issues in a fast-paced environment by prioritizing requests, meeting established response times, and maintaining service quality.
Organize and execute work independently, setting short- and long-term objectives to complete assignments accurately and on schedule.
Analyze and troubleshoot complex user experience issues by identifying root causes, evaluating system behavior, and implementing effective solutions.
Communicate clearly and professionally in written, verbal, and interpersonal settings, including delivering presentations and providing technical explanations to non-technical audiences.
Use core business applications effectively to support daily operations, including configuring settings, navigating workflows, and resolving common user issues.
Create and maintain documents, spreadsheets, and presentations using Microsoft Word, Excel, and PowerPoint to support reporting, training, and communication needs.
Prepare, edit, and manage digital documents using Adobe Acrobat, including form creation, document editing, and secure file handling.
Develop and deliver presentations using a laptop-based setup, incorporating visuals, demonstrations, and supporting materials for in-person or virtual audiences.
Create and edit basic video and photo content using standard editing software to support training, communication, or digital service initiatives.
Monday through Friday with the ability to work off-hours when required.

Nice To Haves

Two (2) years customer service experience preferred.

Responsibilities

Provide day-to-day operational and maintenance support for Digital Services products, including monitoring, troubleshooting, and issue resolution.
Support the implementation of digital products and enhancements, including development coordination, testing, system integration, training, and reporting to improve the user experience.
Serve as a Subject Matter Expert (SME) for staff on Digital Services products and workflows, providing guidance, problem-solving support, and escalation expertise.
Act as a TFCU system administrator for third-party platforms aligned with Digital Services, managing user access, interfaces, workflows, and configurations for digital banking, lending, and branch operations.
Execute manual tasks for Digital Services processes that cannot be automated.
Abide by state and federal banking regulations.
Attend training sessions and complete compliance training on an annual basis.
Maintain member and TFCU privacy and confidentiality.
Develop relationships with internal departments to support and encourage the promotion of all digital products.
Conduct periodic reviews of existing policies and procedures to ensure that they are effective and current.
Provide input and recommendations to enhance current products or introduce new offerings by monitoring the digital marketplace for emerging channels, products, and opportunities.
Gain and retain a high-level knowledge of all TFCU policies and procedures.
Adhere to TFCU’s attendance and punctuality policy.
Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
Engage in behavior that aligns with the credit union’s cultural beliefs.