Product Management Specialist I

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.

SUMMARY

As a Product Management Specialist I, you will leverage your knowledge of back-office banking operations, digital banking services, and business and consumer banking customer needs to assist in developing and maintaining assigned digital banking products and services. This position directly supports the Digital Banking Product Manager with ongoing product management and development initiatives for all digital banking product lines, including development, support, case escalation, testing, and ongoing maintenance. This position works extensively with development team members to ensure feature implementation during upgrades and enhancements fulfill the product vision as defined by Product Management.

The ideal incumbent will be a self-motivated, self-starter with a strong work ethic and the ability to work independently. Demonstrated focus, high attention to detail, outstanding problem-solving skills, and the ability to prioritize and work on multiple projects/tasks with minimal supervision are key to the success of the position. The ideal incumbent must be passionate about delivering exemplary service to customers (internal and external) and driven to achieve results.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Acts as a co-owner of Product Management's associate inquiry/escalation portal, including case monitoring and confirming resolution, as well as Product Management's Customer Resources Center. Duties include drafting and updating content related to assigned digital banking provides and services.
• Serves as back-up support to Subject Matter Expert (SME) for customer messaging application within Online Banking system.
• Ensures that assigned products and services are working optimally during day-to-day operation and in the development/rollout of new features and services through use of extensive knowledge of digital banking applications, specifications, implementation processes, and user interfaces to act as a key SME.
• Identifies and articulates issues and required resolution/changes.
• Assists the Digital Banking Product Manager during product development, enhancement, and issue resolution change management processes.
• Evaluates Digital Banking user experience and find ways for continual improvement.
• Ensures the required internal documentation is completed prior to the rollout of new features.
• Assists with release planning, ensuring all questions, concerns, and clarification are addressed before launch.
• Assists with development and ongoing support of accurate and relevant test plans for assigned products/services.
• Develops and maintains accurate and relevant User Acceptance Test (UAT) cases.
• Frequently tests assigned products/services during upgrades, enhancements, and escalated issues; documents and reports findings to Product Owners; and partners with all applicable parties through implementation/resolution.
• Coordinates feedback from all testers executing UAT to the Digital Banking Product Manager.
• Assists with implementation of developed/enhanced products.
• Assists with communication and launch plan of developed/enhanced products.
• Identifies customer business requirements and recommends product features.
• Identifies product opportunities/deficiencies to improve Bank's digital banking product lines.
• Develops specialized knowledge of assigned and related product lines.
• Develops and enhances professional rapport with all areas of the bank.
• Complies with and stays abreast of all policies and procedures, federal and state laws applicable to the job.
• Provide, present, and promote the Citizens Experience to all external and internal customers.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience. At least 4 years of Bank Operations Experience with at least 4 years supporting Treasury Management products.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Highly developed written skills with superior communication and interpersonal skills.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical interference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations and interpret and draw bar graphs.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

COMPUTER & SOFTWARE SKILLS

• Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Sharepoint, and Project).
• Fiserv Premier background preferred.
• End-user User Acceptance Testing (UAT) experience.
• UAT Test script development preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

• CTP a plus

OTHER SKILLS and ABILITIES

• In-depth knowledge of banking and back-office operations
• Strong negotiation skills a must
• Strong project management and research skills.
• Ability to effectively handle multiple projects and product initiatives at one time.
• Excellent analytical and communication skills including effect vendor management for the needs of the Bank.
• Excellent report writing and presentation skills.
• Ability to convey complex ideas to audiences of various technical knowledge levels.
• Ability to foster trusting relationships with colleagues and customers.
• Excellent capacity to define priorities, meet deadlines, and be flexible to change.
• Excellent customer service skills, solid business writing skills, and User Acceptance Testing experience.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; and use hands and fingers to handle or feel. The associate is occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl. The associate is regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms. The associate must occasionally lift and/or move up to ten (10) pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is usually moderate.

Salary Range:$30.18 To 42.26 Hourly

40 hours per week.