Who is Quorum

Quorum Federal Credit Union is a national employer of choice that attracts, develops, enables, and retains the right resources to drive the organization forward. We are a human-centered organization that delivers a positive work journey andis committed to enhancing the lives of our employees and helping them to grow personally and professionally. We offer a unique value proposition to employees including Total Rewards, Work Journey, Work Paradigm, and Q-DNA to improve work-life balance and help employees live happier, more productive lives while contributing to our mission.

Job Description Summary

As part of the Digital Channels team supporting online and mobile banking, the Digital Channels Analyst serves as the Subject Matter Expert in the day-to-day support of all new and existing digital platforms (Online banking, account opening or closing, Zelle, bill payer, external transfers, etc.), as well as providing second-level research and problem resolution for members and member-facing service providers, both internally and outsourced. Additionally, this position is responsible for providing high-level support of digital banking features and projects, including testing new user experience enhancements, analyzing and recommending improved digital experience and processes, creation/maintenance of digital reference pages accessed by members and employees, and creating monthly dashboards using data mined from across the organization. This role also responsible for maintenance of online banking profiles and the research, analysis, and processing of electronic payment fraud disputes.

Key Job Responsibilities and Accountabilities

1. Collaborates with members, vendors, and front-line staff to provide second-level support including research and resolution for service events and other member issues related to digital channel products and services. Researches and resolves escalated digital banking issues from the call center, help desk, and fraud team, responding to all requests within established service level expectations.
2. Serves as the digital platforms Subject Matter Expert and acts as the liaison between the credit union and any third-party vendor in the resolution of any online issues requiring escalation to their support teams. Tracks and ensures timely resolution and response from vendors on issue resolution. Supports and manages key vendor relationships and processes for all channel delivery functions.
3. Supports the development and enhancement of new and improved digital platforms. Identifies trends from member feedback, digital experience review system, and best practices in user experience to improve digital banking. Regularly reviews feedback, digital banking sites, and device and browser usage to make recommendations on user experience enhancements.
4. Responsible for the creation and maintenance of all member-facing online content related to digital banking processes and systems. This includes both scheduled and ad hoc review, analysis and updates of web pages, secured messaging templates, fact sheets, user guides, promotional pieces, online banking bulk operations , etc. Acts as a liaison with Marketing and third-party vendors to implement updates.
5. Thoroughly documents system features and processes, and utilizes documentation to develop internal procedures, training and job aids.
6. Monitors newly opened or closed accounts to ensure members' digital access to online features is correct. Runs regular systems queries, analyzes reports and updates as needed to ensure accuracy.
7. Performs user acceptance and regression testing for all digital product channels using a variety of devices and browsers. Creates and updates testing scripts and documents results; analyzes monthly dashboard reports to track changes and subsequently identify user outcomes.
8. Monitors, tracks and reports on mobile member feedback systems and surveys Follows up and escalates urgent concerns for prompt resolution.
9. Responsible for gathering and synthesizing data across all areas of the credit union to produce monthly dashboards highlighting digital channel usage, user experience and transaction processing times.
10. Develops reporting and analysis to measure digital channel product performance and provide ongoing program oversight. Ensures reporting is maintained, including updates for regulatory, process, or any other program changes.
11. Serves as initial point of contact and liaison between departments for self-service reporting of digital payments fraud; monitors member portal for reported fraudulent activity, opens workflows for fraud review and asset protection, collaborates as required with other area in the credit union to analyze and determine fraud type, and makes recommendations for resolution.
12. Stays abreast of all industry regulations and ensures the credit union is acting in compliance with all applicable regulatory guidelines (for example, Reg E.).
13. Supports product implementation installations as needed, which may include evening, weekend or non-traditional business hours.
14. Performs assigned support and projects accurately, within expected time frames, and acceptable service level standards set by management.
15. Consistently interprets and applies established guidelines and criteria.
16. Promotes and maintains a positive work atmosphere by behaving and communicating in a manner consistent with professional standards to get along with members, co-workers, management, and vendors.
17. Ensures adherence to company policies and procedures and Banking/Credit Union Regulations.
18. Performs additional duties as required.

Scope

The Digital Channels Analyst reports to the Digital Products Manager and works remotely under minimal to moderate supervision following established guidelines and procedures exercising independent judgment. This person must be action oriented, self-motivated and creative while being highly functional.

Job Requirements, Competencies, and Skills

• A high school diploma is required, and a Bachelor's degree in business administration or technology is preferred. A combination of education and directly related work experience may be considered in lieu of the degree.
• A minimum of three to five years progressively responsible experience in a similar role, preferably at a bank or credit union is required. Experience with Alkami and Symitar strongly preferred.
• Experience in fraud dispute processing and regulatory and compliance requirements for digital payments is strongly preferred.
• Comprehensive knowledge of banking deposit products and processes, as well as knowledge of digital banking platforms and money movement services (BillPay, P2P, A2A etc.) is required.
• Thorough understanding of current mobile devices, operating systems, and browser configurations is required.
• Demonstrated project coordination experience, along with excellent follow up skills.
• Ability to communicate with a wide variety of technical and non-technical audiences, internally and externally, through both written and verbal communication in technical and business terms as needed.
• Ability to run/analyze data reports for services rendered with Digital Channels, as well as communicate user insights.
• Strong decision making and time management skills.
• Results driven, service oriented, self-motivated, and able to work independently.
• Trustworthy with the ability to maintain highest level of integrity and trust.
• Proficiency in the Microsoft Office suite of products. Advanced-level Excel skills a must.

Environmental / Physical / Mental Requirements

• Stable internet connection with speeds high enough for video conferencing and screen sharing
• Smartphone with current iOS/Android OS
• Prolonged periods sitting at a workstation and working on a computer
• Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone

Compliance/legal requirements

Quorum is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.

Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for qualified individuals with disabilities throughout the application and employment process.

**PLEASE NOTE**

We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico

Salary Range: $55,000 to $65,000 annually. Individual salary will vary based on skills and experience. Discretionary incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)

#LI-Remote

Bachelors of Business Administration (preferred)
High School (required)

3 - 5 years: A minimum of three (3) to five (5) years progressively responsible experience in a similar role, preferably at a bank or credit union is required. Comprehensive knowledge of banking deposit products and processes, as well as knowledge of digital banking platforms and money movement services is required.Experience with Alkami and Symitar strongly preferred. Experience in fraud dispute processing and regulatory and compliance requirements for digital payments is strongly preferred. (required)