The Digital Experience Representative is an individual contributor, closely collaborating with the Digital Experience Specialist in executing strategy, tactics, innovation, design, implementation and support regarding BluPeak’s intranet and member-facing digital banking tools and will work with the Marketing department to provides marketing support and development of materials for 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.

• Supports the Digital Experience Specialist with new releases of software, including impact analysis, documentation, testing, scheduling, and change management.
• Supports the Digital Experience Specialist implementation of 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.
• Supports the Digital Experience Specialist with developing, tracking, and reporting upon system performance and feature/functionality utilization.
• Tracks and manages dashboards for digital solutions via voice of member feedback.
• Perform 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.

• Stay well informed of technology trends and changes and remain compliant with all programs, policies, procedures, and regulations.

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.
• Strong critical-thinking and problem-solving skills. Ability to think strategically, as well as tactically. Ability to analyze data to identify key findings.
• To perform this job, the employee must possess applicable technology skills. Strong phone and MS Office skills (including Excel, Word, Outlook, PowerPoint) and the ability to learn new programs as applicable.

• 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.

• Ability to travel and support after-hours and weekend events on occasion.

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.

SUPERVISORY RESPONSIBILITIES
The job will have no supervisory responsibilities but will rather interact with supervisors of various departments on certain departmental projects and supervise third-party vendors.

BluPeak 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 verification, as applicable and permissible by law. 

BluPeak Credit Union is committed to working and provide reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.

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