Digital Support Analyst

Company: Cal Coast Credit Union
Location: San Diego
Posted on: September 16, 2023

Job Description:

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. Digital Support Analyst Full Time Regular Staff San Diego, CA, US 17 days ago Requisition ID: 2080 Under general direction of the AVP, Digital Commerce, assists with the day-to-day activities of the Digital Commerce channel. Works effectively with numerous credit union departments providing Digital Commerce support. Serves as the first level of contact for managing member and employee concerns and communications, as well as daily vendor relations with Digital Commerce service providers. Acts as primary liaison to the Member Service Center's activities related to the Digital Commerce channel.DIMENSIONSDepth: This position's responsibilities are related to member support, technical support resource coordination and vendor and support. This position is the initial point of contact for resolving any issues with the online channels.Digital Systems Supported: External member website, online banking platform, mobile banking platform, check image system, bill payment service, e-statements service, branch/ATM location service, online mortgage and consumer loan origination services, and other third-party service and information systems. Over 87,000 online banking users Over 38,000 bill pay usersStaff/Departments Supported: Marketing, Information Technology, Operations, Lending and Member Service Center.Supervisory responsibilitiesThis position reports directly to the AVP, Digital Commerce. This position has no direct reports, but this position is responsible for collaborating with resources from other departments including Information Technology, Marketing, Support Services, Lending, Compliance, and the Member Service Center.NATURE & SCOPE

• Works effectively with stakeholder departments, and coordinates all efforts of these resources to: resolve system and member issues; communicate to members and to staff; ensure information and transactional accuracy and compliance; with the ultimate goal of providing a streamlined and consistent user experience with exceptional member service.
• Monitors the online channels service level agreements (SLAs). Monitors that the website, online banking, mobile banking and their respective online components are operational. Coordinates problem identification and resolution in a timely manner.
• Provides key communication and education to staff in a timely manner. Acts as liaison to support the Member Service Center's activities related to the Digital Commerce channels.
• Provides analysis of processes and systems to recommend changes to systems, procedures and training on digital commerce channels. Compares the benefits and features of the products and services to industry benchmarks and identifies enhancements to remain competitive.
• Responds to typical member complaints and communications. Escalates those member concerns as needed. Works with Marketing and Community Relations to develop member communications that address member needs and concerns.
• Maintains effective vendor relationships to support online channel services.
• Reviews existing web pages for accurate information and monitors that changes incorporated support promotions and special offers. Coordinates with the Marketing and Information Technology departments to ensure optimal member-focused look, feel and functionality.
• Under the direction of the AVP, Digital Commerce, assists with research and recommendations for changes in operational functionality. Communicates changes to members and staff.
• Recommends changes to processes, products and systems to improve member service. Meets Key Performance Metrics (KPMs) to ensure achievement of projected targets. Actively supports the strategy to support achievement of goals.
• Provides input to the Digital Commerce department annual operating plan.
• Participates in the development of the business continuity and resumption plans and activities for the online systems and channels. Responsible for responding to business continuity situations.
• Actively supports and fosters the credit union's values, vision, and mission statement.
• Performs other relevant and related duties as required.Education, skills, & abilitiesThe Eight Superpowers
  • Provides -leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
  • Demonstrates -empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
  • Practices -active listening in communications with others, giving someone full attention and listening to understand, not just respond.
  • Demonstrates -grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles. -
  • Models -intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
  • Applies -creative problem-solving to provide clarity, handle resources under one's control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers. -
  • Shares a -diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company's success.
  • Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.Other Education, Skills, and Abilities
    • An undergraduate degree in Business Administration or related discipline plus (3) years progressively more responsible financial or service industry member/customer service experience; or an equivalent combination of education and relevant experience. One (1) of the three years must have included responsibility for online/internet channel development and/or customer service. One additional direct-member delivery channel experience(s) required besides internet channel, such as: traditional branch, call center, collections, card support, etc.
    • Demonstrated experience and in-depth knowledge of internet delivery channels, including email, websites, and Digital Commerce. Working knowledge of internet banking, including bill payment and e-statements, preferred.
    • Working knowledge of credit unions or financial institutions, including products, services, regulations and delivery channels.
    • Ability to handle multiple projects and meet deadlines. Skill and ability in prioritizing and resolving problems independently while multi-tasking.
    • Strong organizational, verbal, listening, and written communication skills. Ability to communicate directly with members effectively, exhibiting personalized, caring service.
    • Experience with interactive design and user experience design preferred.
    • Strong skills with word-processing and spreadsheet software. Experience with web page design tools preferred.
    • Must be innovative, creative and flexible.
    • Ability to appear for work on time, follow directions from a supervisor, interact effectively with co-workers and members, understand and follow policies and procedures, accept constructive criticism and the ability to coordinate the work of others whether or not under direct management supervision.MAJOR ACCOUNTABILITIES
      • Coordinates the day-to-day activities of the online channel. This includes coordinating member concerns and communications, as well as vendor relations with Digital Commerce service providers. It also includes ownership of system operations, updates and enhancements as well as responsibility for business continuity planning and disaster response. Requires coordinating resources from numerous credit union departments providing Digital Commerce support such as Marketing, Information Technology, Compliance, Risk Management, Support Services, Lending and the Member Service Center to achieve these objectives.
      • Responsible for assisting with the Digital Commerce annual operating plan recommendations. Reviews the department operating plan, ensuring timely completion of identified items. Monitors and ensures results are within approved budget.
      • Under the direction of the AVP, Digital Commerce, assists with research, analysis, and recommendations for changes in operational functionality and coordinates the implementation of identified enhancements to products, services, procedures, and processes.
      • Responds to member complaints and communications. Acts as liaison to support the Member Service Center's activities related to the Digital Commerce channels. Works with Marketing and Community Relations to develop member communications that address member needs and concerns. Handle situations appropriately with member contacts and vendor management.
      • Participates in the development of the business continuity and resumption plans and activities for the online systems and channels. Responsible for responding to business continuity situations. PHYSICAL REQUIREMENTS
        • Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting; ability to operate and utilize a personal computer and peripherals. ENVIRONMENTAL CONDITIONS
          • Work is primarily performed within a cubicle office setting. Subject to conversational noise found in an office environment.Salary Ranges:$67,594.38 (min) - $101,391.68 (max) Note: Staff is expected to perform various tasks, projects and administrative duties as assigned. - -Management reserves the right to assign or change duties and tasks to this position at their discretion.

Keywords: Cal Coast Credit Union, San Diego , Digital Support Analyst, Professions , San Diego, California