We are currently seeking a Digital Services Administrator on behalf of our partner in Titusville, FL. The Digital Services Administrator will be responsible for overseeing and maintaining various digital products and services, including Digital Banking, Bill Pay, Live Chat, Audio Response System, Text Communication, and ancillary Digital Banking products/services. The successful candidate will ensure the efficient functioning of all digital channels and provide support to resolve any issues or concerns, reporting to the Sr. Digital Services Administrator and VP/Digital Services.
Primary Responsibilities:
- Identify and troubleshoot system deficiencies, promptly reporting them to the appropriate vendor, Sr. Digital Services Administrator, and VP, Digital Services.
- Intervene tactically as needed based on the functionality and performance of the digital platform and ancillary digital products.
- Maintain support cases for all Digital Service products, ensuring timely resolution of inquiries, projects, and requests.
- Respond promptly to internal Digital Services tickets to assist front-line staff in resolving member issues.
- Serve as a subject matter expert for all projects involving Digital Services.
- Conduct primary testing for all new Digital Service products and upgrades.
- Assist in maintaining all documentation and user guides related to Digital Banking products/services.
- Collaborate with other Credit Union Departments to promote and educate on Digital products/services to members and employees.
- Research and recommend best practices, policies, and procedures related to Digital Services.
- Ensure successful implementation of new and upgraded Digital Services.
Other Responsibilities:
- Provide friendly, professional, and accurate service and support to all members and associates, responding promptly to email, phone messages, and support cases.
- Successfully complete assigned responsibilities with a minimum number of errors in accordance with established organizational standards.
- Keep management informed of key operating issues affecting the organization.
- Develop, maintain, and demonstrate a working knowledge of all digital channels, credit union member service standards, policies, procedures, and applicable state and federal government rules.
- Perform other duties as assigned.
*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements
- Minimum of three years of experience in IT or a bachelor's degree in IT, or an equivalent combination of education and experience.
- Display courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization.
- Strong written, verbal, and interpersonal skills.
- Detail-oriented, organized, accurate, able to work under pressure, and adaptable to change.
- Good judgment and decision-making skills.
- Knowledge or ability to quickly learn and adhere to the credit union's policies and procedures and services, including digital services.
- Ability to recognize and define problems, consider a full range of options, and promptly implement best possible solutions.
- Working knowledge of Microsoft Office suite of products.
- Proficient with the use of computers and a willingness to learn new technology and tasks.