Digital Specialist

CENTRAL WILLAMETTE CREDIT UNION

Respect. Integrity. Ethics. Compassion. Humor.

At our Credit Union these five core values aren’t just words on a wall, they are our daily way of life. Our purpose is to build local loyalty, connect to community and make life easier for those we serve. To accomplish this, we hire team members who demonstrate a strong desire to serve others, who embrace change, who are eager to learn and who enjoy a good laugh.

At Central Willamette Credit Union, we are laser-focused on building a stronger financial future for each of our members and we’re particularly passionate about making the communities of the Willamette Valley even better places to live, work and play. We do this by training our sales and service team members to become Financial Advocates who work tirelessly to improve our members’ financial lives. And we don’t stop there. We are fanatical supporters of the non-profit organizations that create the fabric of the communities we call home. You’ll regularly see us sponsoring and volunteering for events with the Boys and Girls Clubs, SafeHaven Humane Society, The United Way, The Center Against Rape and Domestic Violence (CARDV), and the Albany Public Schools Foundation just to name a few. Our team members are encouraged to give of their time and talents as servant leaders, furthering our quest to make the world a more just and caring place.

POSITION PURPOSE

The Digital Product Specialist will be responsible for executing and implementing strategies effectively for digital and self-service products, including digital banking, mobile banking, automated voice systems, and ATMs. This role aligns with Central Willamette's Strategic Flywheel and involves managing day-to-day operational tasks and enhancing the member experience through these channels. The Digital Product Specialist will identify trends based on both internal and external data, implement innovative solutions, and adjust existing products to support the strategic direction of remote services for both consumers and businesses. This individual will contribute to the creation of the annual business plan for digital products and support the Flywheel initiatives. They will manage the research, planning, and launch of new projects and programs that enhance this plan.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Enhance member experience by supporting all digital and self-service products including digital banking, mobile banking, automated voice systems, and ATMs.
• Optimize digital service delivery, analyzing user experiences through metrics such as Net Promoter Score and Member Effort Score.
• Oversee the introduction and implementation of new digital and self-service products, ensuring they align with the organization's quality standards.
• Provide strategic input, manage digital product strategies, and implement effective digital service solutions.
• Use both member and employee feedback, along with data analytics, to enhance the effectiveness of digital and self-service products.
• Act as the primary contact for resolving issues related to digital products, fraud events, system outages, upgrades, and ensuring member satisfaction and efficient system operations.
• Provide prompt resolution for issues escalated by staff, contributing to growth and retention of relationships.
• Oversee and analyze user data related to digital and self-service products, supporting informed decision-making at the executive level.
• Effectively manage project requirements, timelines, and budgets, ensuring they align with strategic goals.
• Assess potential risks associated with digital product initiatives, providing recommendations to executive leadership for mitigation.
• Participate in planning and implementation of digital product-related projects, serving as an internal resource on digital matters.
• Manage relationships with digital product vendors, ensuring all digital products comply with legal and compliance standards.
• Collaborate with marketing to promote digital services, driving profitability and member satisfaction.
• Maintain and update procedures for digital service channels, ensuring alignment with the organization's strategic vision.
• Uphold the Credit Union's core values, business objectives, and legal compliance, while mitigating risk.
• Perform additional tasks as assigned, showing flexibility and commitment to the organization's goals.