What are the responsibilities and job description for the Process Improvement Analyst position at Arrowhead Credit Union?
Calling all digital experience and chatbot automation experts? If you have a passion for creating and finding AI solutions that revolutionize customer service experiences, we have the perfect opportunity for you!
This Process Improvement Analyst role primarily works with configurable technologies and serves as the resident chat bot analyst, and digital experience specialist within the Credit Union. This role also supports organizational projects while serving as a systems administrator for several technologies and project-based initiatives that affect multiple areas of the organization.
Essential Functions and Responsibilities
- Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
- Actively participates in meeting the goals of the department and the Credit Union.
- Provides excellent service by using a positive and professional tone to assists callers and Team Members accurately, thoroughly and as efficiently as possible while maintaining consistent and friendly service.
- Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously, with the ability to give unexpected status in any of the areas of responsibility.
- Conceptualizes and creates workflows across all lines of business in the organization to improve performance or increase productivity.
- Supports testing of all updates/upgrades of all owned technologies. Follows testing scripts and identifies potential complications from any adjustment; alters test plan accordingly.
- Analyzes workflow and collaborates with process owners to refine processes; identifying root causes and offering feedback on solutions other than or in addition to those anticipated by requestor.
- Serves as a key resource for support during implementation of new feature enhancements and organizational projects.
- Identifies and tracks process improvements for corporate and member initiatives.
- Utilizes our process for accepting and managing member deliverables.
- Clearly defines scope of work and expectations of projects (project management).
- Clearly documents completed work within project portal.
- Monitors project status identifies risk/issues and suggests solutions.
- Works on multiple projects simultaneously and translates business data into practical information that improves corporate processes.
- Utilizes multiple technologies in a stage environment to create/test changes and enchantments.
- Provides testing assistance after patches have been applied to production system. May be required to test during late night upgrades and provide opening assistance when necessary.
- Provides end-user support to frontline/back-office teams utilizing managed technologies.
- Monitors and analyzes system performance and error logs to make appropriate recommendations of system improvements.
- Works with management and vendors to keep mirror images of production and stage admin systems to maintain an accurate testing environment.
- Assists management in creating Standard Operating Procedures (SOPs) and desktop procedures, records internally at corporate and member deliverables as appropriate.
- Serves as the key contact for system issues. Works towards resolution by either handling or contacting necessary resources.
- Provides application statistics on a regular basis, allowing for management to provide insight into trends and potential issues or opportunities.
- Regular and predictable attendance and punctuality.
- Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Asset Controls (OFAC), and complies with all laws and regulations applicable to area of responsibility.
- Other duties as assigned and deemed necessary by Supervisor to achieve the goals of the department and the Credit Union.
Benefits Include:
- Medical, Dental, and Vision Insurance for part-time and full-time employees.
- 401K Retirement Savings Plan with company match.
- Starting annual accrual of 15 days of paid time off, 11 paid holidays, and paid sick leave (and increases with tenure!).
- Company-provided life insurance at twice your annual salary.
- Perks include consumer loan discounts, DoorDash DashPass, Modern Health members, Care.com subscription, and more.
To learn more about Arrowhead Credit Union and our service culture, visit our Career page, and our ArrowHeart Foundation.
Salary : $39 - $0
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