Digital Support Analyst

Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We strive to make a positive difference in the lives of our members and the communities we serve, helping them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values.

As an employer of choice, we invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, tuition assistance, and more!

Thank you for your interest in joining the Nusenda team!

Nusenda is currently hiring a Digital Support Analyst to join our organization. in this role you will provide second-tier support for digital system issues and requests across internal departments. You will assist with system access, functionality, and troubleshooting for services including Internet and Mobile Banking, funds transfer, Bill Pay, eStatements, and Telephone Banking. You will create, track, and resolve vendor tickets from initiation to resolution. You will support implementation and maintenance of new digital products and enhancements. You will collect and share actionable feedback from internal and external sources. You will perform system operations and monitor uptime/downtime metrics for SLA compliance and leadership reporting.

What you'll do:

• Provides second tier support for Contact Center and Branch Experience by working directly with staff, members, and vendors to resolve requests, questions, and issues.
• Collaborates with leadership to ensure operational effectiveness and optimal performance for all digital services and all associated digital systems by engaging with staff and subject matter experts to educate them on feature functionality, develop product guides, and write FAQs/intents. Identifies and records digital service issues for review by Digital Services department.
• Engages directly with to clarify their feedback and provide member education as needed.
• Troubleshoots digital service platforms including Internet and Mobile Banking, funds transfer, Bill Pay, Person-to-Person, eStatements, Knowledge Base, and other digital services as required.
• Opens support tickets, informs internal and external members of system issues via email and system banners, and follows up with third-party vendors on outstanding issues until resolution is confirmed.

What you'll need:

• One to three years of similar or related experience

• Two-year college degree or completion of specialized certification, or completion of specialized training courses conducted by vendors

Nusenda Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Equal Opportunity Employer
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