Digital Experience Representative (Digital Banking) - BluPeak Credit Union

The Digital Experience Representative is an individual contributor who assists with executing strategy, tactics, innovation, design, testing, implementation, and providing support for BluPeak’s member-facing digital banking tools. Additionally, this position works closely with the Marketing department to provide general support, develop materials, and assist with the management of the intranet as needed. This position requires strong attention to detail and a solutions-oriented approach, as they will be responsible for assisting internal team members with our digital solutions. The Digital Experience Representative is a self-starter, takes initiative, and is a highly motivated individual with demonstrated skills and experience.

• Assists with the implementation of new and existing software releases including impact analysis, documentation, testing, scheduling, and change management.

• Supports complex Digital Banking projects, ensuring execution and a high level of follow-through within project timeline.

• Assists Retail team with escalated Digital Banking questions, such as online/mobile banking, bill pay, browser settings, and more. Directs calls outside of scope of responsibility to the appropriate internal party.

• Assists with developing, tracking, and reporting upon system performance and feature/functionality utilization.

• Tracks and manages dashboards for digital solutions via voice of member feedback.

• Performs back office Digital Banking tasks including reviewing daily, weekly, monthly and quarterly reports.

• Collaborates with Marketing to assist with digital campaigns in support of overarching marketing and organization-wide goals.

• Ensures the BluPeak Credit Union brand is maintained and that materials are compliant with credit union policy and financial institution regulations.

• Stays well informed of technology trends and remains compliant with all programs, policies, procedures, and regulations.

• Adheres to company policy and procedure, complete annual compliance training, and comply with business continuity and vendor management policy. These are crucial to the success of the organization and regulatory compliance and/or safety and soundness for the sustainability of the credit union.

• Comply with all Anti-Money Laundering laws such as the Bank Secrecy Act, OFAC and USA PATRIOT Act and all related policies and procedures including accurate Member/Customer Identification Program, member due diligence, accurate OFAC match processing, and reporting unusual activities and suspected fraud.

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES
The job will have not have supervisory responsibilities but will interact with supervisors of various departments on certain departmental projects and supervise third-party vendors.

EDUCATION and/or EXPERIENCE
Four-year degree (BS/BA) and/or minimum of 3 years relevant experience (in lieu of degree). Minimum 1-3 years’ experience with digital platform services is preferred and/or minimum of 1-3 years’ experience with technical troubleshooting, problem resolution or online services is preferred. Implementing/supporting ecommerce-related strategies, mobile app experience is preferred. Experience in financial services (private banking, customer service, sales and lending) preferred.

• Candidate must have strong written, verbal, spelling and proofreading skills. Requires excellent writing, editing and communication skills. Capable of working with third-party vendors. Must have the ability to build collaborative relationships with employees throughout the organization.
• Strong critical-thinking, problem solving and project management skills are required. Ability to think strategically, as well as tactically. Ability to analyze data to identify key findings.

TECHNOLOGY PROFICIENCY

• Must have strong technical knowledge and troubleshooting techniques. Basic understanding of HTML, XML, CSS, and web languages and the ability to learn new software and digital programs/applications is preferred.
• Strong understanding of online banking products, including payments, money movement and digital banking functions is preferred. Familiarity with mobile and tablet application deployment preferred.

OTHER QUALIFICATIONS

• Valid California driver’s license and the ability to travel and support after-hours and weekend system maintenance/deployments on occasion.
• Must have excellent project management skills and the ability to manage multiple tasks and projects. Must be organized, accustomed to time management and self-motivation, and have the ability to self-manage. Must possess the ability to work independently and as a part of a larger team.
• Must be a strong team player with the ability to adapt to an ever-changing, organic environment. Must be hands-on with all facets of the job.

This job is hybrid-remote.  Applicant MUST be able to work in our Corporate Office in San Diego, CA  three days a week.  Hybrid schedule subject to change based on business needs. 

BluPeak Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.  Employment may be contingent upon BluPeak Credit Union’s receipt of an acceptable and job-related background check, drug screen and credit check, as applicable and permissible by law. BluPeak Credit Union is committed to working and providing reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.

PM17