Digital Operations Analyst

Description

Are you People Driven?  Are you Interested in making technology work smarter for our members and our team?  PDCU is seeking a Digital Operations Analyst to join our team and help us continuously improve how we work and deliver service!

About People Driven Credit Union:

At People Driven Credit Union, we build strong relationships with our members and community with the goal to strengthen the financial well-being of those we serve. Our members have been at the core of who we are for over 90 years. People Driven believes in mutual success built on cultivation of long-term team member, member and vendor relationships. Embrace a culture that celebrates member-centricity and excellence, providing you with the motivation to excel every day! 

Why join People Driven Credit Union?

• Employer paid medical, dental and vision for you and a low cost to add family      members!
• Additional benefits including an employer sponsored 40lK program, vacation and      personal time off!
• Federal holidays off with pay!
• A  wellness program including fitness and wellbeing program reimbursements!
• To learn more about PDCU go to our website at https://www.peopledrivencu.org

A Day in the Life:

The Digital Operations Analyst is responsible for supporting the implementation, ongoing operation, monitoring, and optimization of PDCU’s AI-enabled member interaction systems and related technologies. This position analyzes system performance, evaluates operational data, maintains system knowledge content, and identifies opportunities to improve efficiency, accuracy, automation, and service delivery.

The Digital Operations Analyst will translate system data and member interaction trends into actionable insights that improve efficiency, accuracy, automation, and service delivery. It also assists with complex or escalated member account issues requiring additional research or human intervention.

Essential Duties and Responsibilities – Other duties may be assigned.

• Support the implementation, configuration, testing, and ongoing operation of PDCU’s AI enabled contact center and digital member interaction technologies.
• Monitor system functionality, performance, and interaction outcomes to identify issues, irregularities, and opportunities for improvement.
• Assist with testing new features, system changes, workflows, and automated responses to ensure functionality and alignment with business requirements.
• Maintain documentation of system processes, configurations, workflows, and operational procedures.
• Monitor system effectiveness and identify opportunities to improve automation, accuracy, efficiency, and overall operational performance.
• Receive and resolve member interactions escalated from the Credit Union’s AI-powered service channels.
• Provide a seamless transition from automated service to human assistance while delivering an excellent member experience.
• Research member questions using Credit Union systems, policies, procedures, and available resources.
• Recognize recurring member questions or issues and communicate opportunities for improvement.
• Maintain and update the knowledge base, reference materials, and information used by AI-enabled member interaction systems.
• Identify gaps, outdated content, and recurring member questions that may require knowledge base updates or process clarification to improve future AI interactions.

Requirements

Education:  

• High School Diploma or equivalent.
• Advanced degree/certificate in business or communications or equivalent combination of education, training and experience. 

Experience:  

• Minimum 2 years of customer service experience in a full-service financial institution required.
• Customer service experience with an emphasis on handling escalated concerns and complex situations.
• Experience working with AI-enabled systems, automated service platforms, digital technologies, or vendor-managed applications is preferred.