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First City Credit Union · 16 hours ago

Digital & Payments Experience Specialist (Hybrid)

Altadena,CA,US

Full-time

Hybrid

Entry Level

$28.66/hr - $43/hr

1+ years exp

First City Credit Union is seeking a Digital & Payments Experience Specialist to manage digital and payment channels. The role involves supporting various digital platforms, monitoring performance metrics, and collaborating with senior leaders to enhance operational efficiency.

Banking

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

Qualification

Digital banking experiencePayment processing systemsRegulatory requirements knowledgeMicrosoft Office proficiencyWritten communication skillsVerbal communication skills