Technical Product Specialist, Digital

Our Company

At Raiz FCU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you.  At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and the lead the way with passion. We can’t wait for you to join us.

Job Overview

This position reports to the Digital Product and User Experience Manager. Digital Product and UX (DPUX) is the innovation, strategy and consultation branch of the credit union. It moves the credit union forward, in technology and service, while keeping the focus on the experience of our members and prospective members.

A technical product specialist ensures the seamless functionality and continuous enhancement of our digital products by bridging the gap between technical capabilities and member needs, focusing on delivering reliable and user-centric solutions across the entire product lifecycle. This role will be an expert on and advocate for digital products and services. You will be an empowering mentor, that will be:

• A trusted expert.
• A natural communicator.
• A champion for our members and the community.
• A guide through the moments that matter the most to our members.
• Strongly empathetic, committed to understanding and addressing technical challenges faced by users, ensuring their needs are met with effective solutions.
• Deeply curious, relentlessly pursuing the underlying reasons behind product performance and user interactions, striving to optimize user experience based on these insights.
• Technically adept, applying both creative and analytical problem-solving skills to navigate complex product landscapes, with a focus on delivering user-centric technical solutions.
• Quality-focused, dedicated to ensuring that all technical aspects of the product, including documentation, configurations, and updates, are executed flawlessly, maintaining the highest standards of accuracy and reliability.

Position Details:

ONSITE-El Paso,TX

Non-Exempt

Monday-Friday; occasional Saturdays

Pay Details:

$24.83-$37.25

Skills and Experience

• Education – Bachelor’s degree or equivalent in technical field
• Minimum of 5 years’ experience in digital services, solutions, or e-Commerce.
• Minimum of 2 years’ experience in technical support or equivalent experience. Fintech or digital experience preferred.
• Minimum of 3 years of credit union, or financial services, experience to include an understanding of products, services, policies, procedures, and regulations preferred.
• Agile development experience preferred. Highly efficient with both agile and waterfall project management methodologies.
• Previous credit union experience is a plus
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations preferred
• Must have good communication and interpersonal skills
• Excellent people skills, with a positive and collaborative approach
• Product champion with the ability to think on your feet and lead by being the subject matter expert with strong written and verbal communication
• Critical thinking and problem-solving skills
• Detail-oriented, and ability to multi-task
• Professional appearance, dress, and attitude
• Proficient in Microsoft Office and web-based applications

Role Description and Essential Duties

• Provides technical support by addressing inquiries and resolving product-related known and unknown bugs. Acts as the primary technical liaison between the digital experience, IT teams, and partner vendors ensuring seamless integration and functionality. Participates in after-hours release testing and emergency response as needed, ensuring high availability and reliability of digital products.
• Plays a pivotal role in supporting new product and service initiatives as guided by the Digital Product Manager. This includes translating aspects of the product strategy into specific technical tasks and coordinating with various teams for implementation. Additionally, the specialist leads in identifying, troubleshooting, and resolving bugs and issues, ensuring the technical integrity and smooth functioning of digital products.
• Assists in the collection and analysis of product metrics. Contributes to creating and maintaining executive dashboards, ensuring an accurate representation of product performance.
• Tasked with documenting digital features and ensuring procedures are current. Plays a key role in collaborating with various departments to develop comprehensive training materials. These materials support other teams in maintaining and updating their own cross-departmental procedures, ensuring alignment with the latest digital experience enhancements.
• Complies with all rules and regulations and works to mitigate member risks through digital products and services. Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
• Assist with all other duties as assigned or identified.