Digital Application Specialist - Ascentra Credit Union : Job Details

Job DetailsJob Location Home Office - Bettendorf, IA Position Type Exempt Education Level High School Salary Range $50683.62 - $73000.00 Salary/year Travel Percentage Negligible Job Shift Day Job Category Information Technology DescriptionPRIMARY FUNCTION: The Digital Application Specialist will provide internal support for member issues and day-to-day platform administration. This includes break/fix support, issue investigation and troubleshooting, user account management, and improvement requests. This also includes assisting with scheduled maintenance tasks and operational processes. This position will be involved in supporting, testing, and issue identification for version changes, new features/functions, and improvements and enhancements prior to their release. This position will work closely with the department and supervisor to meet department goals, support completion of the digital banking roadmap, understand member journeys within digital banking, and effectively support digital banking internally and for members. PRINCIPAL DUTIES/RESPONSIBILITIES: 1. Support (Issues and Questions) - Maintain the Digital Banking Ticket Queue and provide timely and effective tier 2 support as a Subject Matter Expert. Ensure smooth functionality of application. Perform root cause analysis, recommend procedures and controls for problem prevention. 2. Digital Platform & Administration - Assist with the digital products/services suite (particularly internet/mobile banking) and administrative functions in use throughout the credit union. Provide back-office support and issue resolution for business units in collaboration with vendors. 3. Improvement Projects - Assist with lifecycles for digital products and new product/feature adoptions and integration/conversion projects. Stay up to date on industry knowledge, trends, member experience features. 4. Processes - Support and promote consistent use of established processes and procedures. Create and maintain documents for new processes and procedures. Embrace continual improvement to identify ways to improve digital banking operations. 5. Testing -Test fixes, projects/improvements, new features, functions, etc. to validate the Digital Banking Platform. 6. Communication and Collaboration - Provide timely and effective communication to business stakeholder for issues, requests, work/projects, and team/member impacting changes. Use collaboration as a catalyst to identify improvements and recommendations for change that will benefit the Credit Union team and our members. Actively and thoughtfully communicate with supervisor, planning their goals and development. Take accountability for their action and strive for excellence. GENERAL DUTIES/RESPONSIBILITIES: 7. Promote products and services. 8. Attend all meetings as required. 9. Maintain clean and professional work area and appearance. 10. Maintain positive public relations and promote the credit union within the community. 11. Complete educational programs as required. 12. Perform the following commitments of service to each and every member at all times: a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake. b. Keep a smile in my voice as well as on my face. c. Answer the telephone by the third ring. d. Call people by name and thank them. e. Give people my full and undivided attention; focus on the person face to face and on the telephone. f. Take responsibility for solving the individual's problem instead of referring it to someone else. g. Deliver on commitments of action(s) to be taken, so excuses won't be necessary. h. Follow through on necessary action(s) to be sure the problem is solved. i. Know that what's important is not only who or what created the problem but how the problem can be corrected. j. Protect confidential information. 13. Other duties as assigned. QualificationsREQUIREMENTS OF THE POSITION: • High school diploma or GED. • One to three years similar or related experience. • Skilled in issue identification and problem solving with the ability to handle, prioritize and reprioritize multiple tasks. • Ability to work extended hours, weekend and holidays as needed for projects and support. • Excellent analytical skills. • Knowledge of all laws and regulations regarding this position. • Knowledge of credit union operations. • Excellent communication and organizational skills. • Professional, pleasant, and outgoing personality. • Ability to perform under pressure. • Team player. • Decision making skills. PHYSICAL REQUIREMENTS: Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. PHYSICAL ACTIVITIES: The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified. VISUAL/PERCEPTION ACTIVITY: Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes). WORKING CONDITIONS: None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.) HUMAN RELATION SKILLS NEEDED: The ability to communicate effectively with members, staff, and contacts outside of the credit union in a polite, courteous timely, accurate and efficient manner. Patience in dealing with a difficult member. INTERNAL TRAINING REQUIREMENTS: Please refer to the credit union intranet for the internal training requirements for this position. ANNUAL TRAINING REQUIREMENTS: Compliance and Regulatory (BSA, OFAC, etc.) Security Awareness Training Diversity, Ethics, Sexual Harassment, and Sensitivity