Digital Banking Analyst (Hybrid)

Join GECU's Award-Winning Team

Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with us!

Basic Responsibilities

Acts as a liaison with in-house and third-party vendors to ensure that Remote Delivery systems are operating at full functionality 24/7/365. Maintains a high level of understanding of GECU's card products, Online, Mobile, Business Banking services and ATM(s) in order to educate employees and recommend training initiatives geared to these products and services. May be called upon to facilitate, act in an advisory capacity or carry out new initiatives. Analyzes statistical data related to the products and services offered in Remote Services to provide analysis on usage, trends, and areas of improvement. Provides support to Remote Services Specialists as needed.

Typical Duties

• Reviews, analyzes and reports statistical data to determine service levels and port usage capacity to management using multiple reporting systems.
• Troubleshoots system errors, service levels, and member access to remote delivery channels. Solves membership problems with these channels that require comprehensive research.
• Maintains, tracks and/or implements existing and/or new software features and functionality related to remote services' products and services.
• Leads the assigned resource(s) to implement departmental projects according to the project plan. Maintains documentation files for all project-related materials (e.g. Scope & Deliverables, Project Plan, Issues Log, Meeting Agendas/Minutes, Weekly Status Reports). Schedules and facilitates all necessary meetings to coordinate assigned projects.
• Develops test scripts and tests new or modified software, verifies the test results, and accepts or rejects the new or modified application and products.
• Researches systems and processes and develops analysis recommendations to implement tools, processes and infrastructures to achieve best practices and optimize operational efficiencies. Documents issues, monitors progress, and recommends next steps of initiatives.
• Acts as liaison between in-house and third party vendors for maintenance, upgrades, budgetary items, new software systems, software issue resolutions, and resolution monitoring.
• Actively researches and stays informed of evolving technology in the electronic financial services industry.
• Applies knowledge of the industry, trends, developments, and solutions to identify, evaluate, and recommend solutions to improve department operations.
• Works closely with Project Team on new products, upgrades and installations for Remote Delivery channels.
• Works closely with Communication on website usability and joins initiatives on Home Banking products and services.
• Corresponds to third party vendors and management via email, telephone and/or written correspondence.
• Maintain and understand compliance to ensure that work complies with GECU's established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
• Other duties may be assigned or required in connection with the general operation of the credit union.

Critical Knowledge, Skill and Educational Requirements

• Bachelors degree or minimum of three (3) to four (4) years experience in digital product delivery, online, mobile, or digital channels, preferably in the financial services industry.
• Acquires and maintains superior knowledge of the applications used by the Remote Services and Payment Services departments and their integration with other GECU products and services.
• Understanding of integration and middleware technologies.
• Excellent communication skills, both oral and written.
• Working knowledge of Excel, Microsoft Word, Access, Power Point, Outlook, Internet and Intranet.
• Ability to revise, create and interpret statistical data through reporting and researching.
• Ability to perform budget analysis for remote delivery channels.
• Ability to create proposals for change, upgrades and/or direction of delivery channels to management.
• Ability to work with minimal supervision and use initiative.
• Requires sitting the majority of the day, lifting up to 10 pounds, bending, squatting, twisting, kneeling and reaching above shoulder level occasionally; reaching below shoulder level frequently.

Required availability: Monday - Friday: 8:00 a.m. - 5:30 p.m.; Saturday: 8:00 a.m. - 12:30 p.m. Rotating schedule during these hours to meet department and membership needs

Primary responsibility: Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.