Digital Support Specialist

Scott Credit Union is calling all customer service professionals who are interested in a full-time Digital Support Specialist job in the Edwardsville, IL area to apply to join our amazing Information Technology team! This Digital Support Specialist position works Monday - Friday during normal business hours.

*This position is eligible to be a hybrid position (work from home and in the office).

Purpose, Mission, Vision, Values

At Scott Credit Union, we are committed to upholding our purpose, mission, vision, and values. Our Purpose guides everything we do as an organization and is supported by our actionable Mission, Vision, and Values. If our chosen purpose, mission, vision, and values resonates with you and you want to find meaning in your work, we hope you will apply to become a part of our team!

Purpose:
To be with our members through every phase of their financial journeys, providing financial solutions that support them, their families, and their communities.

Mission:
Members. Value. Community.

Vision:
Building Better Financial Futures.

Values:
Accountability - I take pride and ownership in all I do.

Diversity - I support the diverse, equitable, and inclusive work environment that is fostered by Scott Credit Union.

Growth - I will pursue professional development with the encouragement of Scott Credit Union.

Integrity - I will maintain the highest ethical standards.

Service Excellence - I am devoted to continuously "WOW"ing members and each other through the 3e Promise.

Why You Should Join Our Team 

Scott Credit Union is a recipient of the St. Louis Post-Dispatch Top Workplaces Award 2024, the eleventh time since 2012. This year, SCU was recognized as one of the Top Workplaces for our dedication to our people-first culture. The Top Workplaces award highlights SCU’s commitment to creating a positive and supportive work environment, where employees thrive and contribute to the organization’s overall success. Our team is our #1 priority, and we are proud to offer great benefits and perks, such as 11 paid holidays, competitive paid time off (PTO), Short-Term Disability (STD) that includes maternity leave, 401k with employer match, medical, dental, vision, and other insurance options, educational reimbursement program, employee assistance programs, opportunities for career advancement, casual “dress for your day” dress code, a positive team-oriented culture, and much more! A comprehensive benefit guide with a full list of our benefits can be found on our career page, scu.org/careers/. 

The Day to Day as a Digital Support Specialist

The Digital Support Specialist will be responsible for troubleshooting and resolving digital issues, assisting users with technical questions, and ensuring the optimal performance of our digital banking platform. This role requires a blend of technical expertise, customer service skills, and problem-solving abilities to support both members and internal stakeholders effectively. A typical day will look like:

• Provide timely and effective technical support to users experiencing issues with digital platforms, applications, and tools.
• Diagnose and resolve issues related to software, hardware, and digital systems. Escalate complex problems to higher-level technical teams as needed.
• Assist users with onboarding, training, and navigating digital tools and platforms. Create and maintain user guides and FAQs.
• Monitor the performance of digital systems, identify potential issues, and perform regular maintenance tasks to ensure system stability and reliability.
• Document support cases, resolutions, and knowledge base articles to improve future support efforts and facilitate knowledge sharing.
• Work closely with all departments to address and resolve technical issues and to enhance digital tools and systems.
• Gather and analyze user feedback to identify areas for improvement in digital tools and services, and propose enhancements as needed.
• Conduct training sessions and create educational materials to empower users to make the most of digital resources.  Conduct regular user testing and analysis to gather feedback and make data-driven decisions to improve the product.
• Collaborate with internal stakeholders to ensure seamless integration of digital products and services with other credit union offerings.

Are You a Good Fit?

Ask yourself the below questions to help determine if this job is the right fit for you.

• Do you enjoy engaging with people and providing exceptional customer service?
• Are you passionate about leading, coaching, and motivating others?
• Do you thrive in a fast-paced environment?
• Are you detail-oriented and like working with numbers?
• Do you enjoy working in a diverse environment with diverse members?
• Do you take pride and ownership in all that you do?
• Are you looking for a job where you can develop professionally?

If you answered yes to these questions, we hope you apply!

To Be Considered, You’ll Need:

• High School diploma or equivalent and; 
• Minimum two years’ experience in a customer/member facing retail financial institution role with advanced use of the core system, experience in researching and resolving digital banking platform issues, and consultation with internal departments; or

• Minimum two years’ experience in an information technology or digital support role at a financial institution; or

• Minimum four years’ experience in an information technology or digital support role.

Preferred Qualifications That Could Set You Ahead:

• Bachelor’s degree in Computer Science, Information Technology, Marketing, Communications, or Business.
• Knowledge of digital banking tools and platforms.
• Experience collaborating with vendors to resolve issues.
• Experience working at a credit union.
• Certifications in relevant technologies or support frameworks (e.g., CompTIA A+, ITIL).

Are You Ready to Join Our Team?

If this sounds like the right opportunity for you, we hope you apply today! If selected as a candidate, next steps may include a phone interview to go over the basics and/or an in-person interview to learn more about your experiences and qualifications.