Digital & Payments Experience Specialist; Hybrid

The Digital & Payments Experience Specialist will assume, but not be limited to, the following responsibilities:

• Administer and support digital and payment channels including user access, enrollment, troubleshooting, and ticket queues; drive resolution of complex incidents and defects.
• Monitor platform health & KPIs (availability, transaction success rate, error backlog, adoption/utilization, member sentiment/NPS); propose and implement optimizations and desk procedures/SOP updates.
• Support integration and launch of new digital platforms/modules (SSO, APIs, feature toggles); support UAT, cutover plans, member/staff comms, and post‑launch monitoring.
• Support with coordination of core (Symitar/Episys) and digital vendors/processors (e.g., CO‑OP, QRD, Fiserv) to deploy fixes, updates, and configuration changes; document changes and controls.
• Serve as an internal escalation point for complex digital/payment issues; provide coaching and training to front‑line and contact center teams as needed; maintain knowledge base materials and internal procedures.
• Collaborate closely with the department AVP, VP, and other senior leaders to support strategic initiatives, operational improvements, and alignment with organizational Digital First objectives.
• Embody standards expected of a high-performance environment and culture that values teamwork, accountability, and continuous improvement.

• A high school education or GED
• 1-3+ years in digital banking or payments operations within a financial institution/credit union
• Working knowledge of payment processing systems (e.g., Symitar, Check 21 platforms, card processing, etc)
• Understanding of regulatory requirements and risk management in electronic payments
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)

• Medical, dental, and vision insurance
• Life insurance
• 401k Retirement Plan (matching contribution=5%, immediate vesting)
• Paid Time Off (PTO)
• Paid Holidays
• Educational Reimbursement (for all employees)