Digital Services Specialist

Digital Services Specialist

This position is based at our Corporate Headquarters in Oak Ridge, TN. The deadline to apply for this opportunity is October 13, 2025.

Role: Provides day-to-day, operational and technical support to members, vendors and coworkers in all areas of Digital Services. Actively focus on digital fraud and fraud mitigation. Escalates app store comments and member feedback to support ongoing enhancement in the digital channel. Responsible for user acceptance testing (UAT) and digital desktop/mobile releases. Monitors bill pay/vendor exceptions.

Essential Functions and Responsibilities:

• Assists co-workers and members to resolve issues related to digital services using admin and support ticketing systems. Conducts UAT/Pilot Release testing throughout development to identify potential issues to ensure a favorable member experience.
• Reviews fraud alerts indicated within fraud monitoring systems and identifies potential fraud trends. Work closely with vendors to mitigate fraud and communicate these trends to proper areas for awareness. Keeps reporting of fraud attempts and fraud cases. Identify any potential gaps and work with vendors, management and other proper areas to ensure gaps are resolved.
• Communicates with Bill Pay/Pay a Person vendors on the members' behalf regarding questions/issues with payments and/or processing via ticketing systems. Notifies management of any operational issues with either Bill Pay/Pay a Person systems and ensures issues are resolved in a timely manner. Ensures processing files are processed and work any exceptions. Monitors Bill Pay/Pay a Person fraud alerts and work with vendors, management and other proper areas to identify any potential gaps and ensure gaps are resolved.
• Monitors app store and direct member feedback to ensure support of ongoing enhancements to features and functionality in the digital channel. Immediately escalates issues/concerns relating to system latency, functionality issues, and system outages. Works directly with members and vendors to address questions and troubleshoot technical issues. Provides feedback to management regarding features and enhancements based on direct system contact and feedback from users.
• Ensures reports are pulled and processed daily/monthly for select digital services to support program management and operation strategy. Assist in developing and maintaining training on Digital Banking product and service documentation, procedures, forms, and communicates these changes to stakeholders to review.
• Performs other duties as assigned.

Experience: One or more years of transaction processing and account file maintenance in Symitar required. One or more years of member contact in person and via telephone required.

Education: A high school diploma or GED is required.

Other Skills required:

• Must possess strong knowledge with internet browsers, including but not limited to, Google Chrome, Microsoft Edge, Mozilla Firefox and Safari.
• Must possess strong computer skills with the ability to utilize various applications via desktop, tablet and mobile
• Must be able to analyze various data points and systems
• Must be able to balance workload, prioritize and multi-task throughout the workday
• Must possess excellent written and verbal communications skills
• Must be proficient with Microsoft 365 and Google Workspace

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.