Digital Support Specialist

Overview

Join our team as a Digital Support Specialist at IHMVCU! We're committed to creating a collaborative and supportive workplace where everyone has the opportunity to succeed. If you enjoy solving complex problems, working across teams, and helping shape how digital solutions are supported and improved, this role offers meaningful work and room to grow.

This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility.

Summary Of The Position

As a Digital Support Specialist, you will play a key role in supporting and improving a wide range of digital products and services used by our members and teams. These include online and mobile banking, phone systems, digital account opening, chat and texting platforms, loan payment systems, and other enterprise digital tools. You will work closely with Product Owners, internal business partners, and external vendors to keep our digital environment running smoothly.

You will create and maintain product documentation across the organization to ensure support of our digital products and services. You will help prioritize support work, contribute to backlog execution and software releases, and use data and analysis to guide product support decisions. Success in this role comes from staying connected to member and user needs, identifying root causes of issues, and helping shape both short-term solutions and long-term product direction.

• Support digital products and services as a Tier 2 and/or Tier 3 escalation point, resolving issues and coordinating with vendors as needed.
• Manage vendor support tickets and serve as the bridge between vendors and internal teams.
• Identify trends, perform root cause analysis, and recommend improvements to products and support processes.
• Partner with Product Owners and department leaders on release planning, testing, and execution.
• Help organize and execute the product support backlog and contribute to product roadmap development.
• Create and maintain clear, useful product support documentation.
• Act as the internal expert on how digital products function end to end.
• Build strong, long-term relationships with vendors and internal partners to ensure reliable and responsive support.

• Bachelor's degree in Business or a related field, or equivalent experience
• Three (3) years of experience in a Financial Institution or Financial Technology environment
• One to three (1-3) years of experience in product support, IT support, digital support, business analysis, or a similar role
• Experience working with cross-functional teams, leadership, and external vendors
• Experience supporting enterprise digital products or SaaS platforms preferred
• Strong analytical, communication, and problem-solving skills

• Outstanding training;
  We are committed to learning new skills and growing personally & professionally
• Competitive compensation
• 401(k) with company match and profit sharing
• Paid time off with paid holidays
• Life Insurance
• Paid Community Volunteering
• Education reimbursement
• Fitness reimbursement
• Health insurance including dental and vision
• Flexible Spending Accounts & Health Savings Accounts
• Employee Assistance Program (EAP)
• Access to fitness center

• Sitting:
  Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Talking:
  Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing:
  Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Finger, handle, touch:
  Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm. Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
• Lifting Demands:
  Up to 10 lbs.
• Visual acuity to do things such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

Salary: $22.00 - $29.00 per hour