Are you passionate about creating amazing experiences through digital services? Do you get excited about responding to member online and mobile banking needs? We have the perfect opportunity for you!
The Digital Services Analyst role provides support as systems administrator for member facing technology platforms. Works with vendors and management in the implementation, testing, issue resolution, and training as required. The representative also has direct contact with and provides support to Members, Team Members, Management, and Vendors.
Essential Functions and Responsibilities

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• Personally, provides exceptional member service; uses Service Standards in every work-related interaction.

• Actively participates in meeting the goals of the department and the Credit Union.

• Provides excellent service by using a positive and professional tone to assists callers and team members accurately, thoroughly and as efficiently as possible while maintaining consistent and friendly service. Ensures that a smile can be heard on each call.

• Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously, with the ability to give unexpected status in any of the areas of responsibility.

• Responsible for completing request through email, phone, instant messaging, and Member Account Research (MAR) related to member inquiries.

• Provides support to frontline to research and resolve escalated member issues.

• Ability to troubleshoot, computer and mobile device related settings and connections.

• Utilizes system(s) test environments to create/test changes and enhancements.

• Tests all updates/upgrades for systems such as CU Hear, Online, Mobile Banking and related systems. Follows testing scripts and identifies potential complications from any adjustment and alters test plan accordingly.

• Uses working knowledge of all systems and how they relate to one another, Online Banking Admin, Mobile Admin, Bill Pay Admin, Mobile Deposit Admin, Symitar, and others, to ensure efficient and reliable operations.

• Provides testing assistance after upgrades/patches have been applied to production system.

• Acts as a Subject Matter Expert (SME) and trainer for new and existing features and services.

• Assists management in creating training resources for frontline team.

• Anticipate needs and offer alternative or temporary solutions via inbound/outbound phone calls, email or secure messaging.

• Monitors and analyzes system performance and error logs to make appropriate recommendations for system improvements.

• Works with management and Online Banking vendors to keep mirror images of production and stage admin systems to maintain an accurate testing environment.

• Conducts fraud research and compiles data to assist in Loss Prevention investigations.

• Catalogues, codes, and reports campaign and interstitial pages for Marketing.

• Sends mass mailings via Secure Message.

• Assists management in evaluating and creating Standard Operating Procedures (SOPs) and desktop procedures as appropriate for frontline team members and Internet Services Department.

• Serves as key contact for system issues. Works towards resolution by either handling or contacting necessary resources.

• Extracts, compiles, reports and analyzes Online Banking on a regular basis to provide insight into trends, potential issues/opportunities.

• Creates and updates system process, project plans, and issue documentation.

• Responsible for vendor case management.

• Maintain intranet department page and technologies using HTML, CSS, JS, and Google Dialogflow ES.

• Maintains a working knowledge of Online and Mobile Banking FFIEC guidelines, eSign Act, and ADA Compliance.

• Maintains a working knowledge of all applicable rules and regulations under Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC) and complies with all laws and regulations applicable to area of responsibility. This includes, but is not limited to: BSA; SAFE Act; AML; OFAC; Regulation CC; Identity Theft Red Flags and Regulation Z.

• Regular and predictable attendance and punctuality

• Other duties as assigned by supervisor as necessary to achieve the goals of the Credit Union and th department.

Benefits Include:

• Weekly Pay
• Medical, Dental, and Vision Insurance for part-time and full-time employees.
• 401K Retirement Savings Plan with company match.
• Starting annual accrual of 15 days of paid time off, 11 paid holidays, and paid sick leave (and increases with tenure!).
• Company-provided life insurance at twice your annual salary.
• Perks include consumer loan discounts, DoorDash DashPass, Modern Health membership, Care.com subscription, and more.

To learn more about Arrowhead Credit Union and our service culture, visit our Career page, and our ArrowHeart Foundation.
Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

Job Type: Full-time

Pay: From $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Dependent health insurance coverage
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid holidays
• Paid sick time
• Paid time off
• Prescription drug insurance
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Rancho Cucamonga, CA 91730

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