Digital Support Specialist II

This job posting will close on September 30, 2024

"We have an excellent opportunity for a Digital Support Specialist II to join our Digital Banking team!"

Our vision is to be the best financial institution our members can choose and the best place our employees have ever worked, which means you will have meaningful opportunities for personal growth. If you are looking for a different kind of career experience, doing work you can be proud of in an environment where you feel recognized, valued, and included, You belong here!

We are committed to creating a community where differences are celebrated, and individuals can bring their full selves to Advantis. These commitments are key to fulfilling our ultimate mission of building a culture of belonging for all within the Advantis community. To learn more about inclusion at Advantis, please visit our website .

Primary Duties:

Contributes to the operational and leadership functions of the Digital Support department. Responsibilities include handling escalated calls, and vendor issues, reviewing high-risk exception requests, ensuring block/lock rule requests are appropriately decisioned and real-time security alerts are managed promptly. Assists leadership ensuring the team is providing consistent and exceptional experiences to staff and members and provides backup phone support as needed. Acts as a subject matter expert for all things digital banking. Champions our digital banking solutions both internally and externally, participates in new feature release testing, and ensures the team is consistently capturing the voice of the member to facilitate our member-centered design efforts. Plays a crucial role in bolstering the credit union's digital fluency, minimizing fraud loss, and increasing adoption/utilization of our digital solutions.

• Delivers comprehensive support for the digital banking platform and services delivered within.
• Handles complex requests and escalated member situations, including complaint resolution and social media interactions.
• Mentors and trains team members in their daily responsibilities. Ensures seamless assistance for members and proactively educates and promotes the utilization of available tools to enhance digital fluency and member self-service.
• Effectively prioritizes and oversees multiple open cases across vendor ticketing systems. Works to expedite resolution and ensures prompt response to inquiries.
• Takes ownership of interactions that require higher-level troubleshooting expertise.
• Effectively utilizes available resources and reporting to work with members to identify issues and capture necessary information to escalate and troubleshoot efficiently to the appropriate vendor.
• Oversees the monitoring of real-time security alerts and handles high-risk exception requests. Ensures block/lock rule requests are appropriately reviewed and minimizes fraud loss by analyzing available reports, tools, and system warnings.
• Exercises sound judgment when reviewing high-risk transactions and platform or digital services access requests.
• Ensures member outreach is performed promptly and thoroughly to ensure account security.
• Solicits feedback and captures the voice of the member to facilitate digital banking optimization and our product roadmap.
• Participates in new product and service release testing and pilots to ensure final products and services are meeting our high-quality standards.

Qualifications

Must Haves:

• High school diploma/GED required.
• A minimum of two years of financial institution or technical support experience is required.
• Proven ability to oversee daily operations and make timely decisions that enhance service quality for both staff and members.
• Skilled in mentoring, training, and coaching others to deliver exceptional experiences that support the goals of the department and credit union.
• Ability to provide advanced technical troubleshooting support with a comprehensive understanding of digital applications.
• Adept at staying current with rapidly changing systems, software, and troubleshooting techniques. Efficiently utilize credit union resources to resolve member and staff troubleshooting issues.
• Possess strong analytical, critical thinking, and problem-solving skills with the ability to analyze various data sources and systems to support informed decision-making. Exercise sound judgment when authorizing high-risk transactions and requests.
• Comprehensive understanding of account takeover attacks and various types of scams, including phishing, social engineering, and malware.
• Demonstrates exceptional attention to detail and the ability to identify account takeovers. Capable of clearly explaining the nature of scams and account takeovers to non-technical users, ensuring they comprehend the risks and are well-educated on best practices for protecting personal and account information.
• Ability to skillfully handle escalated calls and frequently display patience, empathy, and understanding in response to end-user/member and employee frustrations resulting in positive, calm, and supportive assistance.
• Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships.
• Able to establish credibility and rapport, partner collaboratively, and work successfully with members and employees at all levels of the organization.
• Strong written, verbal communication and interpersonal skills.
• Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, and correspondence. Able to maintain high levels of confidentiality.
• Strong organization, planning and prioritizations skills. Successful at balancing responsibilities to ensure completion by deadlines.
• Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel. Must be technologically savvy, with the ability to quickly learn new systems and software applications.
• Flexibility to deal with unexpected events, and occasionally attend meetings and events that may occur outside of regularly scheduled work hours.
• Must be available to work between the hours of 7:45 a.m. and 6:05 p.m., M-F.

Nice to Haves:

• Experience supporting a team in a lead role or similar capacity preferred.
• Spanish speaking skills a plus.

We offer a generous benefits package for you. For more on our benefits, please visit our Benefits Page.

A Great Place to Work!

At Advantis we help our members succeed financially. If you like to work with passion and purpose, collaborate, elevate, and celebrate, Advantis Credit Union is the place for you. Advantis is one of Oregon's largest member-owned financial cooperatives, serving the Portland area for over 90 years.

Advantis Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Additional Application Instructions

If you are interested in being considered for this position, please submit an application on our website.