Job Title: Digital Banking Specialist
Reports To: Digital Banking Manager
Department: Digital Services
Position Summary
The Digital Banking Specialist helps members and employees use MECU’s digital banking services confidently and effectively. The position responds to questions, researches and resolves routine issues, documents and escalates more complex problems, and helps keep support information current. The specialist also supports staff training, service improvements, product testing, and digital banking projects in coordination with the Digital Banking Manager and other MECU teams.
Essential Duties and Responsibilities
Other duties may be assigned.
- Member and Employee Support
- Respond to member and employee questions about online and mobile banking, online account opening, bill pay, eStatements, digital payments, transfers, card controls, alerts, and related services.
- Provide support through assigned channels, which may include phone, email, chat, service tickets, or referrals from branches and other departments.
- Explain how to use digital services in clear, member-friendly language and help users complete routine tasks.
- Issue Research and Resolution
- Gather relevant details, reproduce or investigate reported problems, and determine the appropriate next step.
- Resolve issues within the position’s access and authority; route complex, system-related, security-sensitive, or vendor-dependent issues to the appropriate team or owner.
- Track open issues through resolution, provide updates to the person who reported the issue, and confirm that required follow-up is complete.
- Document recurring issues, known workarounds, and resolution steps to support consistent service.
- Digital Product and Service Knowledge
- Maintain working knowledge of MECU’s digital banking services, user processes, applicable fees and disclosures, and support procedures.
- Keep current with service changes, releases, known issues, and member-facing communications.
- Help members understand available features and refer them to the appropriate MECU team when their needs extend beyond digital banking support.
- Security, Privacy, and Risk Escalation
- Follow MECU procedures for identity verification, account information, confidentiality, and protection of member data.
- Recognize and promptly report suspected fraud, account takeover, security concerns, or unusual digital banking activity to the designated team.
- Avoid making account or security changes outside assigned authority and follow established escalation procedures.
- Employee Training and Knowledge Sharing
- Help branch, call center, and other employees understand digital banking features, routine troubleshooting steps, and current support procedures.
- Contribute to job aids, FAQs, scripts, and other internal or member-facing support materials.
- Share patterns in member questions and staff feedback with the Digital Banking Manager and relevant business owners.
- Testing and Project Support
- Participate in testing digital banking enhancements, maintenance releases, integrations, and new services.
- Record test results, identify defects or usability concerns, and follow through on assigned items.
- Support implementation and rollout activities, including procedure updates, employee communications, and post-launch issue tracking.
- Assist with departmental and credit union projects related to member experience, service quality, efficiency, risk, and strategic goals.
- Service Improvement and Reporting
- Maintain accurate records of inquiries, incidents, testing, and assigned follow-up in MECU’s designated systems.
- Identify repeat issues, unclear procedures, and opportunities to improve the digital support experience.
- Provide observations and operational information to the appropriate department lead for review and analysis.
- Collaboration and Compliance
- Work with Digital Services, branches, the call center, IT, Operations, vendors, and other business units to resolve issues and support digital initiatives.
- Follow applicable laws and regulations, MECU policies, procedures, and internal controls.
- Maintain a professional, respectful, and service-oriented approach and protect confidential employee and member information.
- Perform other related duties as assigned.
Scope of the Position
This is a hands-on support and coordination role. The specialist works with the teams responsible for digital banking, member experience, analytics and security, core systems, and call center operations. The position does not independently set product strategy, manage enterprise security or fraud programs, own analytics functions, or direct core and call center operations.
Skills and Competencies
- Strong written and verbal communication
- Member service and relationship skills
- Clear, patient explanation of technical processes
- Sound judgment and attention to detail
- Troubleshooting, research, and follow-through
- Organization and time management
- Professionalism, discretion, and respect for confidentiality
- Ability to learn digital tools and explain them to others
- Accurate data entry and documentation
- Computer proficiency, including web-based systems and standard office applications
- Ability to work independently on assigned tasks and collaborate across departments
Education and Experience
- High school diploma or equivalent required.
- Prior credit union experience required.
- Experience supporting digital banking, online services, financial services, or customer support preferred.
- Equivalent combinations of education, training, and relevant experience may be considered.
Work Expectations
- Ability to communicate effectively with members and employees by phone and in writing.
- Ability to manage multiple inquiries and assignments while meeting service and follow-up expectations.
- Ability to maintain a professional and dependable presence in a team-oriented environment.
Pay
- Competitive salary based on experience and qualifications.
Benefits
- Generous benefits package including medical, dental, and vision coverage, paid holidays, vacations, 401(k) plan, and flexible spending accounts.