Digital Services Specialist at Monterra Credit Union

 

• Do you have one to two years of web development/HTML experience?
• Are you able to understand and execute instructions accurately and efficiently with a high degree of accuracy?
• Would you like to work at a collaborative organization that thrives on providing outstanding member service both internally and externally?

If so, we’d love to talk with you about Monterra Credit Union’s Digital Services Specialist  Position!

Located in the heart of the Bay Area, Monterra Credit Union is a community-centric and growth-oriented financial institution. We invest in the success of people and our community by giving back, making things easier, and committing ourselves to our members’ potential. Diversity, equity and inclusion are critical to our success, and we value the varied backgrounds and experiences that everyone brings to our organization. If you value collaboration, forward-thinking, and giving back, this just might be the place for you.

 

SALARY & BENEFITS

Monterra Credit Union reflects the value placed on employees by providing an excellent salary and benefits package:

• Starting pay of $35.00 - $39.00 per hour depending on experience
• Semi-annual bonuses for meeting key financial and operational goals
• Medical, Dental, Vision, Life, and Long-Term Disability insurances
• 401(k) including generous matching contributions
• Discounts on financial products and services, including mortgage and auto loans
• Paid time off, tuition reimbursement, and much more!

 

POSITION SUMMARY

The Digital Services Specialist is a support role that is responsible for performing operational, technical  and project implementation support for Monterra Credit Union’s digital platforms. Monterra’s digital platforms include but are not limited to online and mobile banking, mobile deposit, move money (ACH), bill pay, online account opening, public website, appointment setting, knowledge base, and any other associated digital services platforms. The role will also assist in project implementations by performing testing and quality assurance, and providing general project/product support, and assist in completing and maintain product and service documentation, procedures, and forms.

 

PRIMARY RESPONSIBILITIES

• Provides production support to Branch and Contact Center Staff and assists in triaging and addressing Tier 1 support items. Is the primary in answering staff technical support questions and calls to our digital services hotline.
• Serves as the primary Tier 2 and Tier 3 Alkami Support Liaison leveraging JIRA to open, monitor and resolve low, medium, and high support tickets – communicates and reports on status ongoing. 
• Supports the technical implementation of digital products and projects which includes completing test scripts, performing quality assurance, and assisting in system integration testing and user acceptance testing.
• Assists in completing manual processes within the digital services area (inactive users, eStatement changes, removing closed accounts from online, Bill Pay, etc.).
• Assists in the reviews and summation of product release notes and new features, assists in testing and providing release reviews and quality assurance.
• Runs daily, weekly and monthly reports or as needed, in order to monitor the usage of digital systems.
• Performs competitive and market analysis reviews as directed by Digital Serviecs Manager for the various digital services platforms.
• Remains knowledgeable in digital services platforms features and functions, serves as one of the go-to subject matter experts for digital services.
• Performs additional duties as assigned.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and laws enforced by the Office of Foreign Assets Control.
• Provides service that aligns with the Credit Union’s mission of passionately delivering relevant products, services, and education tailored to help our members, employees, and communities achieve their financial goals.                                           

 

PHYSICAL DEMANDS

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing duties of the job, employee may be required to use frequent physical activities include sitting, standing, reaching, walking, talking, bending, and constant use of hands. 
• Employee must occasionally lift and/or move up to 5 pounds.
• Employee may occasionally work overtime.
• These activities are not necessarily performed to the same degree and combination every day.

 

Apply Now for Consideration!

 

Monterra Credit Union is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, disability, or protected veteran status.

 

• Strong technical, analytical, and troubleshooting skills and ability to effectively troubleshoot digital services/computer-related issues.
• At least 1-2 years’ experience in financial products, services, and operations. Digital product services experience a plus.
• 1-2 years of web development/HTML and application development processes a plus.  
• Able to effectively problem solve member issues and to support staff with member issues.
• Good organizational skills, with the ability to manage multiple projects and meet established deadlines.
• Able to understand and execute instructions accurately and efficiently with a high degree of accuracy.
• Strong written and verbal communications skills