MX Digital Delivery Specialist

Job Description

Job Description

Exciting Opportunity at Orange County's Credit Union

CREDIT UNION’S PURPOSE : Simple Banking. For People, Not Profit.

CREDIT UNION’S CORE VALUES : Integrity, Service Excellence, Growth & Development, High Performance, Mutual Respect, Community, and Fun

Workplace Excellence. Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Best of the Best Award for highest associate satisfaction in the workplace! As a leading financial service provider with over 80 years of experience serving 123,000+ members, Orange County's Credit Union is currently $2+ billion in assets & growing.

Your Benefits Start Day 1- Generous Benefits Including :

• Anthem Vivity HMO & Delta Care USA Dental - Orange County's Credit Union (OCCU) covers 100% of the associates' monthly premium
• Life insurance at no cost to employee.
• 401(k) OCCU automatically contributes 3% of the employee’s earnings PLUS matches up to 5% of the employee’s contribution (dollar for dollar)
• Vacation hours 13 days per year and rolls over year to year, and increases with tenure
• Sick hours 7 days per year and rolls over year to year
• Paid Holidays 12 days per year plus 3 partial days
• Annual performance merit increases
• Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities
• Annual discretionary bonus
• Professional, friendly work environment focused on achieving goals, recognizing successes, and excelling at member service.

POSITION SUMMARY : The MX Digital Delivery Specialist acts as a liaison to both internal Associates and external Members regarding matters related to the delivery of digital solutions.

Supports the creation of Member value by utilizing a Data-Driven, Member-Centric approach to decision making and ensures exceptional service experiences for both internal and external Members.

This position will also contribute to the overall success of the Member Experience Teams by representing the Voice of the Member , ensuring that the Member’s perspective is at the center of every decision made in all Member-facing, organization-wide initiatives.

The Experience You Will Bring

Business Practices

Evaluate processes, policies, and procedures to ensure they’re efficient, frictionless, and in the Members’ best interest.

Ensure that business practices align with the Credit Union’s Mission and Vision.

Member-Centered Design

Place Members’ needs at the core of our development lifecycle from inception to delivery, to ensure seamless, personalized, and simple experiences.

• Collaborate with all internal teams and third-party vendors / partners to continually advance the Member Experience.
• Adhere to the MX Product Development Life Cycle and RACI matrix.

Digital Banking Support / Research / Escalated issues / Problem Resolution

Performs required research utilizing both internal and external resources to ensure issue resolution in accordance with established Credit Union’s Service Level Agreements.

User Acceptance Testing

Performs User Acceptance Testing utilizing provided testing scripts.

New Member Enrollment

• Reviews and processes online membership applications, file maintenance requests, bill payment, and e-Statements.
• Establishes new Membership and deposit accounts received via website ensuring all compliance and audit requirements are met.

Qualification :

Experience / Training / Education :

• High school education or equivalent
• Mastery of all the essential functions of a Teller, Member Service and Call Center positions and all associated processes.

Recognized by peers and leaders as a Subject Matter Expert for knowledge and service excellence.

Minimum of two years of experience in a financial services front line or call center position which would provide thorough knowledge of deposit and loan account products and service.

Base Pay Range :

The targeted hourly range is $24.00 per hour to $27.00 per hour. Final offer will be determined based on experience, education, training / certifications and specialized skills.

We perform thorough background checks, credit checks and pre-employment drug screening. EOE