Digital Services Associate

Digital Services Associate

Full-Time Non-Exempt Regular Professional Santa Maria, CA, US

2 days ago Requisition

Salary Range: $34.00 To $40.00 Hourly

Under the general supervision of the FAVP Electronic Services, the Digital Services Associate is responsible for leveraging technology and data to improve member experience, increasing operational efficiency, and drive growth for the organization through its Digital Banking Platforms. The Digital Services Associate will act as a primary liaison between business teams, technical staff, service providers and senior management to implement and support Digital Banking operations.

This role requires a combination of technical skills, data analysis capabilities, and an understanding of the financial services and credit union industry.

The Digital Services Associate plays a key role in the administration, support, and continuous improvement of the Credit Union’s digital banking ecosystem. Working closely with technology partners, and third-party service providers, the Digital Services Associate supports the implementation, enhancement, and optimization of digital products and services. The position contributes to the ongoing development of online banking, digital account opening, business banking services, payment solutions, depository products, and receivables capabilities.

The position performs a broad range of digital banking operational activities, including online banking administration, account opening administration, exception processing, transaction review, fraud mitigation support, account maintenance, member issue resolution, and vendor‑supported service management. This position monitors system performance, identifies operational trends, investigates and resolves complex issues, and recommends process improvements that enhance efficiency, reduce risk, and strengthen the member experience.

The role exercises sound judgment in handling exceptions, balancing member service objectives with controls.

The Digital Services Associate promotes exceptional service to members and internal partners through effective communication collaboration, and problem solving. Working closely with the FAVP Electronic Services, this position supports departmental objectives, digital growth initiatives, and strategic efforts that advance the Credit Union’s digital capabilities and long‑term organizational goals.

• Responsible for development of member facing digital technology including but not limited to:
  Online Banking, Mobile Banking, Online account opening, Business banking, Bill Payment, External Transfers, Remote Deposit Capture, P2P solutions, and any virtual communication or chat with members.
• Responsible for the daily activities of the Digital services operations, ensuring quality delivery of the Online Banking, Mobile Banking, Account opening, digital payment services, and related electronic services platforms.
• Manages centralized digital banking activities including user administration, access management, entitlement reviews, maintenance request, and service issues resolutions.
• Monitors digital banking systems and workflows to ensure operational effectiveness, member accessibility and services continuity.
• Provides timely support to member facing and other internal staff. Via help desk tickets, secure and unsecure email and virtual chat channels.
• Implements digital banking enhancements, system upgrades, integrations, and vendor related projects.
• Assists with online banking enrollments, profile builds, and user experience group changes for retail and business banking members.
• Handles complex bill pay inquiries, difficult external transfer issues, and trouble shoots updates to access or permissions on behalf of the member.
• Researches and resolves problems independently or with moderate guidance from management.
• Strengthens controls related to online banking access, authentication, and suspicious activity monitoring.
• Takes ownership of member concerns and provides a prompt follow‑up/resolution with a sense of urgency.
• Works closely with management to monitor member experience groups and manage features and functionality available to select groups of…