As a Digital Banking Admin you will focus on ensuring the smooth operation and continued improvement of our clients credit union's digital banking platform and providing analytical and administrative support for their digital experience team. Duties will include managing platform maintenance, coordinating digital banking projects, analyzing member data, and researching industry trends.
Client Location: Boston, MA - Hybrid
Pay Rate: $25-27 hourly
Duration: 3+ Months
You will collaborate cross-functionally to implement innovative solutions and ensure our digital experiences meet the evolving needs of their members. Ideal candidates will possess a blend of technical proficiency, analytical acumen, and a passion for delivering exceptional customer experiences.
Duties and Responsibilities
- Responsible for day-to-day ticket management, system error resolution and NPS findings; ensuring appropriate follow-up is done on each ticket, including discussing escalating with management as appropriate.
- Collaborate with the Member Operations, Deposit Services, Contact Center, and Branches to resolve member online and mobile service problems that hinder member satisfaction and continued use of the platform.
- Coordinate the requests, planning, and execution of digital banking projects and enhancements.
- Work cross-functionally between the Marketing Team and other departments to ensure alignment and approval across project deliverables.
- Supports, and organizes the data and analytical needs of the Digital Banking and Marketing departments; leverage data to assess and analyze member experience, marketing performance, and trends across audiences and channels to inform business strategies.
- Researches and recommends new tools, strategies, segmentation, best practices, etc., to ensure all marketing efforts are as successful and up-to-date as possible.
- Update and maintain documentation for internal training and education; make corrections and update backlog as necessary.
- Assist the Director of Digital Banking and Experience with project planning of new releases, user acceptance testing (UAT) across various devices and browser types, coordination of department deadlines, and drafting communication where needed.
- Works in partnership with the Training Department to ensure training occurs when critical changes to the Digital platforms occur for impacted departments and participate in training as needed.
Requirements
- 1-2 years of relevant experience.
- Excellent organizational and written/oral communication skills.
- Strong analytical and problem-solving skills.
- Proactive, organized, efficient, detail-oriented, unassailable focus on the basics, tenacious (persistent about bringing open items to closure), accountable, and enthusiastic.
- The ability to juggle multiple projects simultaneously, perform under pressure, and pay close attention to detail.
- Must possess a willingness to learn new skill sets as necessary.
- Knowledge of core banking systems and procedures, as well as fundamental marketing strategies.
- Proven ability to meet deadlines and deliver to budget.
- Some overnight/weekend maintenance may be required.