Digital Banking Support Coordinator
Communication Federal Credit Union, Oklahoma City, OK, United States
Digital Banking Support Coordinator
We are passionate about the credit union philosophy of "People Helping People" and empower our team members to deliver on that promise. Working at CFCU means working alongside a diverse group of financial professionals to create exceptional member experiences. Our culture encourages trust, collaboration, and communication enabling each of our employees to have a meaningful impact on our organization and in the communities we serve.
We're seeking a collaborative and detail-oriented Digital Banking Support Specialist to join our Growth & Innovation team. This role is at the center of our digital experience, working closely with branches, operations, and the digital team to ensure our online and mobile banking platforms run smoothly for both members and staff.
POSITION SUMMARY:
The Digital Banking Support Specialist will support day-to-day digital operations, resolve escalated issues, and play an active role in improving systems, workflows and member experiences. This is a highly cross-functional role for someone who enjoys problem-solving, teamwork, and making digital banking better.
Digital Banking:
Key resource for escalated digital banking support, assist office staff and branches to resolve member issues.
Troubleshoot and resolve issues related to online banking, mobile banking, and ancillary digital services.
Open and manage support tickets with third-party providers and follow through to resolution.
Assist with mobile check deposit processing, exception handling, and related workflows.
Support digital account opening processes, including documentation review and member due diligence.
Respond to and manage secure messages and digital inquiries from members and staff.
Collaboration & Teamwork:
Partner with teams across credit union to ensure seamless digital experiences.
Work with management to test new features, system updates, and process improvements.
Maintain and improve internal procedures and documentation for Digital Services.
Member & Staff Support:
Provide timely, courteous, and accurate responses for member and internal inquiries.
Resolve discrepancies and communicate updates clearly through written and verbal channels.
Promote and cross-sell relevant credit union products and services when appropriate.
Required Skills and Proficiencies
Strong written and verbal communication skills with the ability to clearly explain technical topics.
Excellent interpersonal skills and a team-first mindset: able to collaborate effectively across departments.
Strong attention to detail with the ability to manage multiple tasks and priorities.
Problem-solving mindset with the ability to troubleshoot issues and follow through to resolution.
Ability to adapt to changing priorities, workflows, and systems in a fast-moving environment.
Proficiency in Microsoft Word and Excel; ability to learn and navigate digital banking and core systems.
Experience in a financial institution preferred; digital banking experience is a plus.
Familiarity with online/mobile banking platforms, digital account opening, or fintech tools is highly desirable.
Training and Experience
Two or more years of related experience required.
High school diploma or G.E.D. required.
Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job required.
Communication Federal Credit Union is an equal opportunity employer. We value and strive to provide a diverse workplace free of discrimination. We do not engage in unlawful employment based on gender, gender identity, race, sex, sexual orientation, age, disability, religion, or national origin. We make every effort to provide an environment where every employee feels respected and valued.
We are passionate about the credit union philosophy of "People Helping People" and empower our team members to deliver on that promise. Working at CFCU means working alongside a diverse group of financial professionals to create exceptional member experiences. Our culture encourages trust, collaboration, and communication enabling each of our employees to have a meaningful impact on our organization and in the communities we serve.
We're seeking a collaborative and detail-oriented Digital Banking Support Specialist to join our Growth & Innovation team. This role is at the center of our digital experience, working closely with branches, operations, and the digital team to ensure our online and mobile banking platforms run smoothly for both members and staff.
POSITION SUMMARY:
The Digital Banking Support Specialist will support day-to-day digital operations, resolve escalated issues, and play an active role in improving systems, workflows and member experiences. This is a highly cross-functional role for someone who enjoys problem-solving, teamwork, and making digital banking better.
Digital Banking:
Key resource for escalated digital banking support, assist office staff and branches to resolve member issues.
Troubleshoot and resolve issues related to online banking, mobile banking, and ancillary digital services.
Open and manage support tickets with third-party providers and follow through to resolution.
Assist with mobile check deposit processing, exception handling, and related workflows.
Support digital account opening processes, including documentation review and member due diligence.
Respond to and manage secure messages and digital inquiries from members and staff.
Collaboration & Teamwork:
Partner with teams across credit union to ensure seamless digital experiences.
Work with management to test new features, system updates, and process improvements.
Maintain and improve internal procedures and documentation for Digital Services.
Member & Staff Support:
Provide timely, courteous, and accurate responses for member and internal inquiries.
Resolve discrepancies and communicate updates clearly through written and verbal channels.
Promote and cross-sell relevant credit union products and services when appropriate.
Required Skills and Proficiencies
Strong written and verbal communication skills with the ability to clearly explain technical topics.
Excellent interpersonal skills and a team-first mindset: able to collaborate effectively across departments.
Strong attention to detail with the ability to manage multiple tasks and priorities.
Problem-solving mindset with the ability to troubleshoot issues and follow through to resolution.
Ability to adapt to changing priorities, workflows, and systems in a fast-moving environment.
Proficiency in Microsoft Word and Excel; ability to learn and navigate digital banking and core systems.
Experience in a financial institution preferred; digital banking experience is a plus.
Familiarity with online/mobile banking platforms, digital account opening, or fintech tools is highly desirable.
Training and Experience
Two or more years of related experience required.
High school diploma or G.E.D. required.
Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job required.
Communication Federal Credit Union is an equal opportunity employer. We value and strive to provide a diverse workplace free of discrimination. We do not engage in unlawful employment based on gender, gender identity, race, sex, sexual orientation, age, disability, religion, or national origin. We make every effort to provide an environment where every employee feels respected and valued.