Product Specialist, Sr

Job Description

The Product Specialist, Senior is responsible for the support of large/complex products and/or services, including the assistance of customers and service partners across a broad range of needs. S/He often manages projects within the assigned product or service area or is a key contributor on behalf of that product or service in larger projects. S/He creates and updates procedures and reviews for accuracy and completeness the procedures developed by Product Analysts and Product Specialists. The incumbent designs and creates reports needed to measure and monitor the efficiency, accuracy, volume, profitability, security, risk and/or timeliness of assigned businesses and analyzes same for variances that warrant management attention. As a subject matter expert, the incumbent is expected to identify and make recommendations to improve the quality, timeliness, and efficiency of assigned products/services and/or contribute to their implementation. The incumbent may also gather information needed to document compliance with policies and procedures for audit or bank examinations.

RESPONSIBILITIES:

• Provides support to customers and/or service partners related to the operation and administration of assigned products/services. Support includes, but is not limited to, researching and resolving complex problems, performing maintenance functions, researching and answering product-related questions on capabilities and options, and creating/delivering training.

• As a subject matter expert, leads or contributes in a material way to projects involving assigned products and services and identifies/recommends improvements to the quality, timeliness and/or efficiency of designated products and services.

• Reviews user materials for assigned products/services, including manuals, training programs, and release notes, to advise Operations management when changes may be needed to United Bank processes, procedures, communications, etc., and contributes to those changes.

• Opens/tracks problem tickets with vendors and/or interacts with their technical support teams on issues that cannot be resolved by United Bank in a timely fashion or for which more detailed guidance is needed before initiating any corrective action. For products/services not supported by a vendor, liaises with relevant resources to identify and implement a solution.

• Oversees the creation of designated reports in a timely and accurate fashion. Identifies and recommends improvements in the accuracy and efficiency of the reporting process. Analyzes report output to identify variances that warrant management attention and recommends action.

• Actively participates in the testing and implementation of system and procedural changes, especially with respect to the documentation of said changes and test results.

• Assists management in maintaining complete and accurate records needed to document production and demonstrate compliance with audit and regulatory requirements.

Qualifications

• High school diploma or equivalent required
• Bachelor’s degree in Business, MIS, or other relevant field and a minimum of three (3) years of progressive Operations or technical support experience; or a minimum of eight (8) years progressive Operations or technical support expertise with demonstrated communication, analysis, and problem-solving skills required.
• Prior management experience highly desired.
• Professional certifications or experience with Accredited ACH Professional, Certified Treasury Professional, Professional Project Manager, LEAN, and/or Six Sigma highly desired.
• Programming and/or software support experience highly desired.
• Prior experience developing and leading process improvement initiatives, including proficiency in applicable applications used for flowcharting/workflow highly desirable
• Prior banking experience managing system configuration highly desirable
• Demonstrated understanding of workflows and system requirements to the degree necessary to write procedures, generate reports, and/or provide support to customers and service partners.
• Ability to function as a subject matter expert on assigned products and services when working with vendors, Operations management, professional or trade associations, etc.
• Experience contributing to or leading projects with successful outcomes (i.e., the fulfillment of approved project requirements within an agreed upon time and budget)
• Demonstrated proficiency with Microsoft Office products.
• Close attention to detail and an aptitude for assembling data from multiple sources into useful management information; the ability to recognize and analyze a disparity in data and report it to management.
• Communication skills sufficient to create and/or interpret operating procedures; ability to communicate professionally with vendors, service partners and customers via telephone and e-mail on product-related issues.
• Willingness and ability to design and deliver training to disparate audiences, in person or remotely (teleconference or web-conference).
• Ability to effectively interact with production staff and Operations management using both written and verbal communication.

KEY COMPETENCIES:
• Collaboration
• Communication
• Technical/Professional Knowledge
• Analysis
• Learning and Growth

ESSENTIAL FUNCTIONS:
• Sitting for extended periods of time.
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, and other computer components.
• Ability to converse and exchange information with all levels of staff within organization.
• Ability to observe, perceive, identify, and translate data.
• Occasional travel may be required (less than 5% of time).
• Occasional work on evenings and weekends may be needed to support system testing or to troubleshoot problems.

This job description is not intended to be all-inclusive and the employee will also perform other duties as assigned. It is not an employment contract. United Bank reserves the right to modify job duties or job descriptions at any time.

Company Profile

Please click here to access a list of benefits for which this position is eligible. Additional information regarding United's Mission, Values and Culture can be found .

At United, our strength is our people, and we are committed to nurturing a culture that is reflective of the communities we serve; promotes respect and a shared purpose; and aligns with our core values.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, status as a protected veteran, or any other characteristic protected by law.