Digital Solutions Analyst

Member Driven Technologies • Farmington Hills, MI

2d • Hybrid

About The Position

The Digital Solutions Analyst plays a pivotal role in driving the successful implementation and support of advanced digital banking solutions. This position collaborates closely with credit unions, responsible for analyzing their specific needs and orchestrating the seamless integration of tailored software solutions. Works with various departments to promote and implement high quality digital solutions and ensures complete client satisfaction with implemented digital products.

Requirements

• High school graduate or equivalent.
• Four (4) years college training in business preferred, or an equivalent amount of experience in credit union operations and practices.
• Five or more years of experience in financial institution core processing.
• Experience managing multiple projects at once.
• Knowledge of analysis processes and procedures.
• Knowledge of financial institution processing systems, Working knowledge of Symitar preferred.

Responsibilities

• Conducts comprehensive analysis to understand credit union requirements.
• Manages end-to-end implementation processes, from configuration to deployment.
• Acts as a liaison between credit unions, MDT, and software provider teams.
• Identifies any custom development requirements and successfully addresses them during the implementation or post-live period.
• Ensures project is managed according to timelines and oversees each phase for timely delivery.
• Provides effective communication and conducts training sessions for credit union staff.
• Works with client to thoroughly test configurations and custom requirements before going live.
• Documents all configuration and custom requirements signoffs before going live.
• Offers ongoing support and level-1 and level-2 troubleshooting, post-implementation.
• Provides dedicated support to existing digital clients, addressing queries and ensuring optimal utilization by client.
• Opens cases/tickets with software providers as necessary to troubleshoot issues, following up as necessary to ensure we provide superior client service (escalating to management, as appropriate).
• Stays updated on industry trends and contributes to software enhancement recommendations.
• Documents standardized procedures and provide suggestions for continuous improvement.
• Maintains an in-depth understanding of the digital products to help credit unions better utilize digital product features.
• Develops a strong understanding of clients’ digital solutions needs.
• Effective verbal and written communication to interact with clients professionally, timely, empathetically, and clearly.
• Strong critical thinking skills to analyze client issues, find solutions, and resolve problems efficiently.
• Demonstrated ability to remain patient and empathetic when dealing with challenging client situations.
• Comprehensive understanding of the company's products or services to assist clients effectively and answer inquiries accurately.
• Ensures superior customer service by fostering strong relationships.
• Works to foster a cooperative team environment.
• Keeps management well informed of activities and any significant problems.
• Utilizes appropriate communication tools based on company standards.
• Keeps work area clean, secure, and well maintained.
• Completes assigned documentation in an accurate and timely manner.
• Completes special projects as assigned.
• Attends and participates in meetings, conference calls, and seminars as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED