Digital Services Analyst

As a Digital Services Analyst, you are a proactive, solutions-oriented professional who strengthens the digital experience for our members and internal teams. You lead with curiosity and initiative, helping optimize digital platforms, resolve service issues, and enhance system functionality. Your stewardship of data accuracy, issue resolution, and process improvements plays a key role in delivering a seamless, secure, and intuitive digital banking experience.

Working collaboratively across departments and vendor partners, you ensure our digital channels operate reliably, user journeys remain friction-free, and member feedback fuels ongoing improvement. Your leadership in execution supports our commitment to innovation, accessibility, and digital excellence.

Key Areas of Contribution:

Digital Channel Support & Optimization

• Monitor digital banking systems to ensure stability, performance, and user accessibility.
• Analyze trends in member usage, system performance, and common pain points to recommend improvements.
• Support the configuration, maintenance, and enhancement of digital platforms, including online banking, mobile banking, telephone banking and remote services.
• Serve as a resource to internal teams by interpreting system behavior, identifying root causes, and guiding resolution.

Issue Resolution & Vendor Collaboration

• Lead the intake, research, and resolution of digital service issues, ensuring timely follow-through and documentation.
• Collaborate closely with vendors and technology partners to troubleshoot system errors, outages, service delays, and release updates.
• Communicate clearly with internal stakeholders on issue status, expected timelines, and interim solutions.

Member Experience & Support

• Provide advanced support for escalated member digital service inquiries, ensuring clarity, empathy, and effective solutions.
• Partner with Member Services and branch teams to strengthen digital literacy and empower staff to guide members confidently.
• Document and advocate for member needs to help inform platform enhancements and user-focused improvements.

Digital Process & Compliance Stewardship

• Help maintain digital banking procedures, ensuring accuracy, clarity, and compliance with security standards.
• Support audits, patch management activities, and risk assessments related to digital systems.
• Monitor adherence to authentication, access, and data governance requirements to safeguard member information.

Reporting, Analytics & Continuous Improvement

• Develop and maintain operational dashboards and performance reports related to digital channel usage, error rates, and service KPIs.
• Identify opportunities to streamline workflows, automate manual tasks, and strengthen system efficiencies.
• Contribute feedback and testing support for new releases, system upgrades, and feature launches.

• Education: High school diploma or equivalent (required), with an associate or bachelor's degree in information systems, business, or a related field (preferred).
• Experience: 2+ years of experience in digital banking, fintech operations, technical support, or financial services (required), along with experience using digital platforms such as online/mobile banking, authentication systems, or ticketing systems (preferred).
• Technical Skills: Proficiency in digital banking systems, CRM tools, and Microsoft Office Suite (required), familiarity with troubleshooting, system navigation, and basic data analysis (required), and knowledge of digital security protocols, authentication processes, and user-access systems (preferred).
• Soft Skills: Strong analytical, problem-solving, and organizational skills (required), excellent communication, documentation, and cross-functional collaboration abilities (required), and a steady, composed approach when navigating technical challenges or member escalations (required).
• Attributes: Solutions-driven, detail-oriented, and committed to digital excellence (required), with a member-focused mindset for simplifying digital experiences (required), and an adaptable, forward-thinking approach in a continuously evolving environment (required).

Expectations & Work Environment:

• Decision-Making Authority: Exercises sound judgment within established guidelines. Contributes insight and recommendations that influence digital service quality, process improvements, and member experience.
• Physical Requirements: Ability to sit, stand, walk, reach, and use hands for extended periods. Occasional lifting and carrying up to 25 pounds may be required.
• Workplace Culture: Fosters an inclusive, collaborative, and innovation-minded environment that supports both member needs and operational effectiveness. May require some weekends or after hours work to support and maintain systems.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

• The salary range for this position will be provided upon request in compliance with California Pay Transparency laws (SB 1162).
• Employment is at-will, and nothing in this job description alters that status.
• Water and Power Community Credit Union complies with the California Fair Employment and Housing Act (FEHA) and prohibits discrimination based on race, gender, disability, and other protected characteristics.
• This job description is subject to change and does not constitute a contract of employment.
• Reasonable accommodations will be provided in compliance with the Americans with Disabilities Act (ADA) and California's FEHA.

Water and Power Community Credit Union is an Equal Employment Opportunity Employer. We are committed to fostering a diverse, equitable, and inclusive work environment. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Job duties, like positions, change and evolve over time. If the employee is unsure what is expected, he/she should meet with their manager.

**** Please note that this position is a hourly non-exempt ($70,000- $105,000)****

** Please note this role will be required to work alternating Saturdays (9am-1pm)**