Digital Services Specialist

**This role is ON-SITE only (no hybrid or remote options)

SUMMARY:

Under the general direction of the Director of Digital Experience, the Digital Services Specialist will be responsible for monitoring, reviewing, analyzing, and processing online applications for new and existing accounts, shares, debit cards, and online/mobile banking. This position will also serve as the contact for any RDC enrollment questions and issues. This position adheres to the CIP, Online & Mobile Banking and Deposit Accounts policies. The Digital Services Specialist role will interact with internal and external members. This role accesses multiple platforms including but not limited to the core processing system, account opening portal & system, online & mobile banking platform and remote deposit processing platform. The Digital Services Specialist assists the Director of Digital Experience in executing the organizations strategic plan.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Processes online requests for new accounts, shares, and debit cards via the Online Account Opening portal and platform.


• Reviews all qualifying documents, fraud mitigation reports, and credit bureau reports to validate application authenticity.


• Uses analytical thinking to validate document authenticity for items uploaded for POI, POR, Identification, etc...

• Monitors the online banking application queue(s) and processes requests pending review. Validates all data mismatches reaching out to branch staff and modifying the core as needed.

• Perform, organize, and streamline operational tasks to reduce the potential for errors

• Also acts as a reference center to the rest of the Credit Union, providing answers in reference to applications for digital services.


• Assists the Loan Service Center with expediting account openings when a new loan is being processed.


• Monitors the RDC daily files are processing automatically and is prepared to manually process if needed due to mitigating circumstances.


• Stay abreast of industry trends and recommend innovative ways to increase efficiency and reduce potential errors


• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

No requirement.


PERFORMANCE STANDARDS:

Must fully understand credit union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and credit union staff. Professional appearance and demeanour. The position holder must be a self-starter, who displays appropriate interpersonal skills in a variety of situations.


QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be outgoing, enthusiastic, conscientious, group oriented, open to change and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


REGULATORY REQUIREMENTS:


This position has specific procedures that must be followed to comply with Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act. Annual training will be provided to keep current on any changes to these policies/procedures to assure compliance. Failure to comply with procedures may cause termination of your position as well as possible monetary penalties from the federal regulatory agency.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); one to three years related experience and/or training is preferred; or equivalent combination of education and experience.


LANGUAGE AND MATH SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one on one and small group situations to members, and other employees of the organization. Ability to add, subtract, multiply, and divide using whole numbers and decimals. Ability to compute rate, ratio, and percent.


REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


CERTIFICATES, LICENSES, REGISTRATIONS:

No requirement.


OTHER SKILLS and ABILITIES:


• Ability to operate standard office equipment and tools, such as personal computer, telephones, and/or photocopier.

• Ability to use Microsoft Office, the credit union’s core system, and other computer programs/software to complete member requests.

• Familiar with the differences in products and services offered by other financial institutions to those offered by the credit union.


• Annually complete and achieve passing scores on various SAFE FCU Policy, Procedure, Development and Enhancement Curriculum.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The ability to operate a motor vehicle is critical to perform this job.

The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee occasionally works in outside weather conditions.


The noise level in the work environment is usually moderate.


MENTAL DEMANDS:


The mental characteristics necessary to competently perform this job include the need to occasionally use spatial perception, and comparing skills; to frequently use problem solving, and persuasiveness; to continuously be alert, precise, resourceful, creative, reasonable, patient, and imaginative.

Equal Opportunity Employer


This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.