At Liberty, we strive to maximize our impact and exceed goals by investing in our teammates to deepen our relationships in the workplace and communities we serve. We take pride in promoting a socially responsible and sustainable future through initiatives and investment.
SUMMARY OF THE JOB :
Act as the expert in the assigned functionality aspects of Digital Banking including Online Banking, Money Movement, Online Account Opening and other features as included in digital banking. This person is expected to research leading digital banking experiences and make/prioritize recommendations to enhance customer engagement. They will implement approved new features and changes to the product suite; and act as liaison between solution providers, customer-facing channels, marketing and other internal teams to ensure that Liberty Bank is consistently prepared to deliver exceptional digital experiences to customers.
ESSENTIAL FUNCTIONS:
Senior point person for all escalated issues in assigned areas and projects. This person is expected to have knowledge of all global and escalated issues, clearly document and communicate to the digital team and Digital Operations Manager
Gain the expertise and understanding of new features from solution providers as they relate to customer engagement and administrative tasks and be able to translate new feature use and benefits to operational and customer support areas, as well as customers .
Work with business stakeholders to define and track key product performance indicators (KPIs) and release-specific success metrics.
Assist in the development of product roadmaps.
Deliver on overall strategy, product plans, vision, roadmap, and business cases to support product related investments.
Implement changes in test and production environments.
Create test plans as appropriate for changes (collaborating with other teams as necessary) and manage testing, document results, and deliver go/no-go production delivery recommendations.
Clearly documents system issues to ensure that solution providers can identify and correct.
Identify and work across departments to ensure knowledge is shared appropriately and bank readiness for feature delivery is achieved.
Function as digital banking expert providing support to Tier 2 teams, communicate benefits and details of planned changes and unplanned events to front-line employees; works with marketing for customer facing communications and digital banking assets.
Participates as needed in solution provider user groups and other best practice sharing groups.
Ensures that digital channels adhere to established security standards and compliance guidelines by ensuring proper communication, interaction, and approval by internal teams responsible for compliance, fraud, and risk.
Works with marketing to ensure focus is maintained on marketing efforts to drive improved use and satisfaction of product features, and to identify new areas of benefit to improve the digital experience.
Acts as back-up for other team members as assigned, staying cross trained, and filling in during absences.
Candidate must be available during business and non-business hours to respond to high priority failures or risk issues of the bank's digital assets. Candidate is responsible for creating communications to customer facing employees on such issues/failures as well as working with marketing if customer communications are necessary.
Completes required training (on-line and in-person) as assigned by management and bank policy by set due dates. Activity participates in on-going training in the areas of user experience and product management as agreed to with manager.
MINIMUM REQUIREMENTS:
Bachelor's degree in Finance, Marketing, Business Administration or similar major and/or equivalent banking work experience
Must have thorough understanding of digital banking applications and features with a minimum of 5 years direct digital banking product support, business analyst or product owner experience preferably with multiple digital banking systems.
Candidate must be detail oriented being able to analyze all aspects of features and identifying risks and opportunities. They must be able to manage feature testing and be a stickler for ensuring even the smallest parts of the customer journey are high quality.
Candidate must possess superior written and verbal communication skills necessary to communicate clearly with internal teams, vendor technical support resources and have the ability to create mutually advantageous relationships with digital leaders at other financial institutions.
Demonstrate advanced technical skills, including the ability to use, troubleshoot, and deploy multiple software platforms and utilize multiple desktop and mobile technologies.
Candidate will be a driver of continuous improvement and innovation as well as desire to act as change-manager. They will be enthusiastic to conduct market research and promote improvements that are aligned with departmental and bank goals.
Demonstrate superior organizational skills, problem resolution skills, the ability to multi-task and meet or exceed established deadlines.
PHYSICAL REQUIREMENTS:
Prolonged Sitting
Keyboard Dexterity
General Office Equipment
Be available and able to provide occasional support during high priority, customer impact events that may occur after-hours, late nights or on weekends.
COMPLIANCE:
Acts affirmatively in all activities under his/her control in conformance with the Bank's Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank's goals and objectives. The Bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin, or veteran status.
Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Job Details
Job Family Digital Banking
Pay Type Salary
