Digital & Payments Experience Specialist (Hybrid)

First City Credit Union is seeking a Digital & Payments Experience Specialist to manage and support digital and payment channels. The role involves troubleshooting, monitoring platform health, supporting new digital platforms, and collaborating with senior leaders to drive operational improvements.

Responsibilities

• Administer and support digital and payment channels including user access, enrollment, troubleshooting, and ticket queues; drive resolution of complex incidents and defects
• Monitor platform health & KPIs (availability, transaction success rate, error backlog, adoption/utilization, member sentiment/NPS); propose and implement optimizations and desk procedures/SOP updates
• Support integration and launch of new digital platforms/modules (SSO, APIs, feature toggles); support UAT, cutover plans, member/staff comms, and post‑launch monitoring
• Support with coordination of core (Symitar/Episys) and digital vendors/processors (e.g., CO‑OP, QRD, Fiserv) to deploy fixes, updates, and configuration changes; document changes and controls
• Serve as an internal escalation point for complex digital/payment issues; provide coaching and training to front‑line and contact center teams as needed; maintain knowledge base materials and internal procedures
• Collaborate closely with the department AVP, VP, and other senior leaders to support strategic initiatives, operational improvements, and alignment with organizational Digital First objectives
• Embody standards expected of a high-performance environment and culture that values teamwork, accountability, and continuous improvement

Skills

• A high school education or GED
• 1-3+ years in digital banking or payments operations within a financial institution/credit union
• Working knowledge of payment processing systems (e.g., Symitar, Check 21 platforms, card processing, etc)
• Understanding of regulatory requirements and risk management in electronic payments
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)

Benefits

• Medical, dental, and vision insurance
• Life insurance
• 401k Retirement Plan (matching contribution=5%, immediate vesting)
• Paid Time Off (PTO)
• Paid Holidays
• Educational Reimbursement (for all employees)

Company Overview