Digital Banking Product Specialist

Job Details

• Job Location:
  
  Warner Branch
  - Lewiston,
• Position Type:
  Full Time
• Education Level: High School
• Job Shift: Day
• Job Category:
  Admin
  - Clerical

Under the direction of the Digital Services Product Manager, this position supports the administration, testing, communication, maintenance, and ongoing improvement of the credit union’s digital banking platform and related digital services. This role assists with digital banking system administration, product support, vendor coordination, issue tracking, release management, testing, documentation, and implementation activities.

The position assists members and employees with digital banking questions, troubleshoots issues, reviews vendor releases and system updates, supports testing and implementation efforts, identifies operational and member impact, and helps communicate relevant changes to employees and stakeholders. This position serves as a knowledgeable resource for digital banking functionality, procedures, release updates, product documentation, and member-facing digital service capabilities.

• Assist with digital banking support, system administration and troubleshooting, including issues with software, access, transactions, platform functionality, configuration settings, and member experience. Work with employees, technical support teams, vendors, system administrators, and the Digital Services Product Manager to identify issues, document root causes, support resolution efforts, and ensure timely follow-up.
• Review digital banking vendor release notes, system updates, enhancements, and new functionality. Research changes and identify impacts to members, employees, operations, training, fraud, security, or system functionality. Provide findings and recommendations to the Digital Services Product Manager for review, prioritization, and implementation decisions.
• Support quality assurance and user acceptance testing for digital banking products, releases, enhancements, integrations, and configuration changes. Assist with developing test plans, perform testing, document results, identify defects or concerns, retest corrections, and help confirm that changes perform as expected before and after implementation.
• Assist members and employees with the use of digital banking products and services. Answer questions, resolve issues within established authority, escalte complex concerns when appropriate, and provide recommendations to improve processes, functionality, and the overall digital banking experience.
• Support the implementation of new digital banking products, enhancements, integrations, and platform capabilities. Work with the Digital Services Product Manager and cross-functional teams, including IT, Operations, Business Services, Marketing, Member Service Center, Training, Fraud, and other departments, to help ensure successful implementation, employee readiness and effective adoption.
• Monitor digital banking activity, transactions, recurring support issues, member feedback, system performance, and operational trends to help identify risks, training needs, and opportunities for improvement. Perform research and gather information related to product enhancements, issues and operational improvements. Research and escalation transactions or posting concerns as appropriate.
• Assist with communication of digital banking updates, release changes, known issues, process changes, and training needs. Help create and maintain internal communications, procedures, job aids, FAQs, and training materials so employees understand platform changes and can support members effectively. Help ensure documentation remains current, accurate, and accessible as platform releases, enhancements, and functionality changes are introduced into the environment.
• Support continuous improvement of digital banking services by identifying opportunities to improve self-service, increase member adoption, reduce friction, strengthen security, improve employee efficiency, and better utilize available platform capabilities.