Digital Services Analyst

What You’ll Do:

Digital Services Data Analytics

• Partners with internal and external teams to guide, design, prioritize, execute, and maintain KPIs, dashboards, and performance reporting for digital services.
• Collects and aggregates data from multiple sources to provide insights into business performance identify trends, and support decision-making.
• Deliver ongoing reports to Delivery Channels leadership, highlighting key performance metrics and insights.

Technical Support for Digital Services

• Provide technical troubleshooting and support via phone and email to assist members and internal staff with digital banking services.
• Handle online research requests, resolve member issues and escalate complex matters to management as needed.

Coordination of Digital Services Initiatives

• Compile and monitor digital services reports and recurring tasks.
• Analyze research requests and case logs to identify trends and areas for improvement, such as training opportunities, or system irregularities.
• Support the Digital Services team with projects, system testing, and other tasks as needed

Additional Administrative Functions

• Track spending by balancing General Ledger (GL) accounts and ensuring expenses align with the approved budget.
• Comply with all Credit Union policies and regulations, including but not limited to the Bank Secrecy Act.
• Demonstrates teamwork by exhibiting the following: contributing to team effort, initiative, dependability, positive attitude, good attendance, tact, and diplomacy.

What You Can Expect:

• We believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Benefits and Perks

Employer-Paid Benefits:

• Health Insurance (only employee premium paid)
• Short and Long Term Disability
• Life Insurance and AD&D

Benefits:

• Dental & Vision Insurance
• Health Care and Dependent Care Flex Spending Accounts
• 401K Plan with match (based on length of employment)

Perks:

• Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
• Holidays- 11 observed holidays in addition to paid time off
• Tuition reimbursement- Up to $5000 per year
• Performance based Incentive program

What You Need to Succeed:

Job Education and Experience Required:

• BS/BA in a Business-related discipline or 5 years of experience in a customer service role.
• 3 years’ experience in financial services, customer service, or troubleshooting technical problems.

Preferred Education, Certifications & Experience (addition to above):

• Advanced experience with report design, or technical report generation

Knowledge and Job Performance Requirements:

• Prior experience troubleshooting or assisting customers over the phone and a proficiency in navigating our website, digital banking application, new member application, and other digital services is preferred
• Knowledge of creating reports, analyzing data, effective business communication including communicating technical issues to non-technical counterparts, developing and implementing reports, systems, and efficiencies, time management
• Skills: Business and technical writing, high level understanding of Microsoft Office Suite, primarily a heavy fluency in Microsoft Excel, effective mathematical, language, problem solving, and reasoning skills, basic to complex numeric skills
• Ability to learn, and work as a team member and independently with minimal supervision.

Physical Demands:

• The physical demands described here 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 the duties of this job, employee is regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.
• Must be able to lift and carry up to 20 pounds.
• Vision requirements include close and classroom vision.
• Rarely required to travel by automobile.
• Occasionally required to work other than normal business hour