Digital Services Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Operations Center, Oklahoma City, OK, US

6 days ago Requisition

BASIC FUNCTION

The primary purpose of this position is to assist WEOKIE Federal Credit Union in carrying out our vision. Our vision is to make a difference, one person at a time, by being the best place our employees have ever worked, our members' most trusted financial partner, and a positive force to improve our community. We carry out this vision by "Doing the Right Thing."

The Digital Services Specialist supports the delivery, maintenance, and enhancement of the Credit Union's digital member experience. This position serves as a primary resource for digital account opening, digital onboarding, member service, digital banking support and troubleshooting. The Digital Services Specialist assists members and employees with digital banking products and services while ensuring operational excellence, regulatory compliance, and exceptional member experience.

The position partners with internal departments to improve digital adoption, streamline processes, and support emerging technologies and AI-driven tools.

The Digital Services Specialist will build and strengthen member relationships by educating members on products and services, identify member needs, and offer personalized financial solutions that deliver value and enhance the member experience.

MAJOR ACTIVITIES

ROLE PURPOSE

• Support digital account opening processes, onboarding activities, and account maintenance functions while ensuring a seamless member experience.
• Deepens member relationships through proactive needs discovery, financial education, and consultative service. Connects members with appropriate products and services that support their financial goals, enhance the member experience, and strengthen overall member engagement and retention.
• Provide support for online banking, mobile banking, digital account opening, and other digital services platforms.
• Assist members and employees with digital service inquiries, troubleshooting, and resolution of issues through various delivery channels.
• Research and resolve member concerns related to digital services, account access, authentication issues, system functionality, and operational requests.
• Process digital service requests accurately while maintaining compliance with credit union policies, procedures, operational controls, and regulatory requirements.
• Monitor digital service activities and identify opportunities to improve service delivery, member satisfaction, and digital adoption.
• Assist with testing, implementation, and ongoing support of digital banking enhancements, emerging technologies, and AI-powered solutions.
• Collaborate with cross-functional teams to optimize digital workflows, improve operational efficiency, and enhance the overall member experience.
• Ensure appropriate risk mitigation activities and operational controls are followed to protect member information and minimize fraud exposure.
• Utilize multiple software applications, digital banking systems, operational tools, and reporting resources to support daily responsibilities.
• Maintain current knowledge of credit union products, services, digital platforms, and industry trends.
• Other duties as assigned.

CRITICAL RESULTS

• Member relationship growth metrics are consistently achieved.
• Key operational metrics, service standards, and goals are consistently achieved.
• Attendance, scheduling, and productivity expectations are met.
• Members receive timely, accurate, and professional support regarding digital banking products and services.
• Digital account openings and onboarding activities are…