Digital Experience Specialist - Reseda Group

Reseda Group helps credit unions thrive by delivering innovative products and solutions to their members and communities. Reseda Group is a wholly owned credit union service organization (CUSO) of Michigan State University Federal Credit Union. Driven by a shared goal of building better - everything - for members, Reseda Group invests in strategic partners bringing new technologies, digital resources and industry solutions to market. Learn more about us at https://www.resedagroup.com/

Reseda Group is seeking a Digital Experience Specialist to join our Digital Experience Team. The qualified candidate will support client requests for all of Reseda Group's portfolio of products as well as support clients with web applications and managing client websites using our proprietary Content Management System and third-party applications such as Photoshop. The Digital Experience Specialist will serve as an internal advocate and client liaison. Both soft and hard skills will be required to master technology and customer relationships.

The Digital Experience Specialist will work closely with the Digital Experience team to deliver client reports and status updates. This position requires a balance between customer service and content administration and includes some creative and technical responsibilities.

The ideal candidate is organized, demonstrates superb communication and time management skills and can effectively handle a number of diverse and complex problems at the same time in a fast-paced environment.

Compensation & Benefits -

• Starting Pay: $45,000 - $50,000 depending on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well 11 Paid Holidays
• 401(k) with company match
• Up to 12 Weeks of Paid Parental Leave

Work Arrangement - This position is able to work fully remote within the State of Michigan. Schedule will be an 8-hour shift within the hours of 8:00am - 8:00pm Monday - Friday, to be discussed further during an interview.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

Essential Duties and Responsibilities:

Digital Experience Specialist I:

• Support clients via phone and email
• Demonstrate flexibility and a positive attitude when faced with complex situations.
• Analyze, research, and resolve member's concerns and discrepancies.
• Assist end-users with creating content and updating websites.
• Troubleshoot issues and offering resolution and information.
• Communicate technical responses to end-users.
• Track and manage escalation incidents.
• Outbound customer onboarding calls and emails.
• Build and update client websites using a Content Management System.
• In conjunction with colleagues, develop and distribute email campaigns
• Effectively manage work on a broad set of projects and deliverables.
• Consult with colleagues and stakeholders regarding best practices and ensure brand quality standards are maintained.
• Perform other duties and assist other employees, as assigned.

Digital Experience Specialist II:

• All of Digital Experience Specialist duties and responsibilities
• Create and edit website imagery
• Perform quality reviews of client websites and make customization recommendations.
• Develop and maintain a thorough understanding of the technical workings of HTML email including coding techniques and best practices to ensure consistent display of content in a wide range of email clients.
• Understand and utilize advanced features/capabilities of AMPscript, journeys, automations, and data extensions, leveraging these features and capabilities to execute digital marketing efforts.
• Collection of email and web analytics and reporting on email or web performance to colleagues and partners.
• Advise on best practices and consult on application of best practices to achieve greatest results in digital marketing efforts
• Identify ways to best leverage digital channels to achieve desired results and advise colleagues in this area, especially through content personalization and marketing automation.

Senior Digital Experience Specialist:

• All of Digital Experience Specialist and Digital Experience Specialist II duties and responsibilities
• Ensure consistent branding and editorial style of digital communication products.
• Work with colleagues and stakeholders to ensure web content on websites is regularly audited for timeliness and accuracy.
• Collaborate with colleagues and stakeholders to ensure email marketing efforts are well-paced and schedules don't conflict with one another.
• Research and advise on latest technologies. Propose new technologies or techniques that can improve digital experiences and results.
• Ensure a high level of quality control and work with colleagues to constantly evaluate and improve digital content quality.

Knowledge, Skills, and Abilities Required:

Digital Experience Specialist I:

• High School Diploma or equivalent required.
• Self-starter, able to work independently with limited supervision.
• Customer service work experience preferred.
• Must be able to communicate with members, staff, and individuals in the community in a professional manner. This will require excellent written, verbal, and interpersonal communication skills along with the ability to present and explain information effectively for non-technically inclined individuals.
• High attention to detail.
• Ability to work alone or in small teams.
• Understanding and experience using various software tools (e.g., Jira, MS Office or similar products).

Digital Experience Specialist II:

• All of Digital Experience Specialist knowledge, skills, and abilities.
• 2-4 years of related experience in customer service.
• Intermediate understanding and experience using various software tools (e.g., Jira, MS Office or similar products).
• Outstanding oral and written communication skills, with the ability to work with people from a variety of backgrounds and technical proficiencies.
• Knowledge of website management with a Content Management System (e.g., WordPress, Squarespace).

Senior Digital Experience Specialist:

• All of Digital Experience Specialist and Digital Experience Specialist II knowledge, skills, and abilities.
• 5+ years of related experience in customer service.
• Advanced understanding and experience using Project Management, Service Management, and other software tools (e.g., JIRA, MS Office, MS Project or similar products).
• Advanced knowledge of website management with a Content Management System (e.g., WordPress, Squarespace).

Physical Demands and Work Environment:

• Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage.
• This position is 100% remote; a reliable internet connection is required.
• Occasional off-site in-person meetings (in Michigan) will be required.
• Occasional travel may be required.

Disclaimer:

• Note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.
• MSUFCU is an affirmative-action, equal-opportunity employer.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.