Digital Product Specialist (Hybrid)

About the position

The Digital Banking Product Specialist is responsible for the day-to-day administration of the bank's digital banking platforms, including the consumer and small business online and mobile banking platform and deposit account onboarding platform. This role works closely with our external vendors, core systems, operations, marketing, and internal Subject Matter Experts (SMEs) to execute the digital platform product strategy. The Digital Banking Specialist will assist in measuring product performance and report on digital adoption.

Responsibilities

• Serve as second-line support for several platforms including the online mobile banking and digital account opening platforms.
• Support administration of the digital platforms including ticket/error resolution.
• Act as product specialist of the onboarding platform including relationship management of associated vendors (FIS, MANTL, Alloy, SendGrid, First Data, Clover Security).
• Serve as an expert on product capabilities with ability to answer questions and inform strategies.
• Create and track product/service issues, escalate as appropriate and manage through to resolution.
• Partner with Operations, Marketing, and Compliance to create, test and implement new products and incentive programs on the platform.
• Develop and maintain project plans to drive results on new project initiatives.
• Partner with the Bank Security Act team, Fraud, Retail Administration, and Community Banking teams to develop onboarding review processes and provide procedural oversight.
• Engage with Digital Banking Strategy and key vendors to develop and maintain product roadmaps and prioritize focus on the highest impact work for customers and stakeholders.
• Provide recommendations for platform optimization and implement improvements.
• Be the voice of the user. Understand user needs, identify problems, and market opportunities, ideate solutions, prototype, and validate hypotheses.
• Define, track, and realize key performance metrics and report on a weekly, monthly, quarterly, and annual basis.
• Identify opportunities for automation and partner with Enterprise Applications and Analytics team to create synergies with internal reporting platforms.
• Engage with vendors to determine benchmarking metrics and analysis of performance against peers.
• Communicate products to internal stakeholders and clients.
• Create documentation to support platforms and products and partner with the Learning & Development team to educate the organization.
• Explore new approaches, methodologies, and technologies in an ever evolving and changing industry.

Requirements

• Bachelor's Degree or equivalent related experience in banking operations, online/mobile banking administration or similar.
• 2+ years of product management experience and/or digital banking functions in banking/financial services.
• Prior experience in managing seamless end-to-end, digital onboarding experiences and exposure to key elements of onboarding, such as Know Your Customer/ Know your Business (KYC/KYB), and Identity Verification (IDV).
• Strong analytical and strategic thinking skills with the ability to effectively communicate complex concepts.
• Data-driven approach to decision with an analytical mindset.
• Experience in validating hypotheses, establishing guiding KPIs and OKRs, forecasting and monitoring product performance, and leveraging data for continuous improvement.
• Ability to collaborate with developers and data engineers to define the technology infrastructure and data architecture necessary to deliver a breakthrough client-centric experience.
• Strategic thinker with the ability to develop, communicate and implement plans that support the overall goals of the Bank.
• Be self-motivated with a strong attention to detail.
• Ability to identify, understand and define problems, evaluate alternatives, set priorities, and implement high quality solutions.
• Excellent verbal and written communication skills.

Benefits

• Medical coverage
• Dental insurance
• Vision insurance
• Disability insurance
• 401k
• Paid time off
• Discretionary bonuses and other benefit programs