Harvard Federal Credit Union is seeking a Digital Operations Specialist to support our growing digital banking operations. This role will be responsible for providing excellent service delivery and supporting the operational success of our various digital channels, including the online application funnel.
Under the direction of the Digital Operations Manager, this position will coordinate support tickets with multiple vendors, requiring significant follow-up and self-motivation. This role will collaborate with multiple internal teams to ensure timely and successful resolution for issues impacting our members' digital service experience, from new member applications to existing technical support issues.
Position Description
Supports digital banking issues impacting members with primary focus on platforms managed directly by the digital team.
Responsible for the daily opening and funding of new online accounts.
Employ best practices and judgement when reviewing new accounts and online banking activity to prevent fraud.
Utilize platforms to research and review fraud for New Accounts and Online Banking.
Accountable for meeting Service-Level Agreement (SLA) targets as provided by manager.
Research known issues impacting the broader digital experience as needed, including coordinating support tickets across multiple vendors and platforms.
Performs testing of digital platforms to audit various systems upgrades and new releases.
Ensures the timely processing of Digital Operations files.
Collects data and analytics for established reports as outlined by manager.
Facilitates communication between the Support Center, the broader digital product team, and other internal stakeholders.
Responds to inquiries from Credit Union personnel, members, and vendors in a timely manner.
Performs various administrative and other duties to support the department.
Basic Qualifications
Basic qualifications are the minimum threshold a candidate must meet in order to be considered for this role.
High school diploma.
Minimum of two years' related experience.
Additional Qualifications and Skills
The following qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.
Bachelor's Degree preferred.
Proficiency with modern desktop and mobile devices.
Comfortable with working in hybrid office/remote work and/or non-traditional hours in support of operational requirements as needed.
Self-motivated and deadline driven, with critical attention to detail, and the capacity of staying motivated and focused while working independently in a hybrid office/remote environment.
Direct experience with financial services operations.
Previous customer service experience.
Basic competency with Excel.
Familiar with Jira ticketing software platform.
Comfortable with digital work tools, such as Slack and Zoom
Working Conditions
Work is performed in an office environment.
Additional Information
Please provide a cover letter with your application.
Please note: Harvard University requires a pre-employment reference and background screening, which includes OFAC (Office of Foreign Assets Control).
Harvard University is unable to provide work authorization and/or visa sponsorship.
This position has a 90-day orientation and review period.
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines
About Us
Harvard FCU is one of the fastest growing credit unions in the country and a leader in our industry. As a not-for-profit cooperative, we put our members' best interests first in all that we do. We are passionate about service and fanatical about solving problems. Integrity and transparency are the foundation of Harvard FCU's philosophy. Our mission is to enhance our members' lives by developing and offering trustworthy products that are easy to understand, easy to use and best suited to meet their financial needs.
Harvard FCU: https://harvardfcu.org/
Benefits
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
LinkedIn Recruiter Tag (for internal use only)
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Department Office Location: USA - MA - Cambridge
Job Code: 403033 Staff Assistant III
Job Function: General Administration
Work Format: Hybrid (partially on-site, partially remote)
Schedule: Monday to Friday, 9:00 am - 5:00 pm, with occasional Saturday and holiday hours as business needs require.
Commitment to Equity Diversity Inclusion and Belonging: Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
EOE Statement: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
