AI-Driven Digital Operations Analyst

People Driven Credit Union

Southfield (MI)

On-site

USD 25,000 - 36,000

Full time

2 days ago

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Benefits offered by this job

Employer paid medical, dental and vis

Employer sponsored 401k

Vacation and personal time off

Federal holidays off with pay

Wellness program reimbursements

Job summary

People Driven Credit Union is seeking a Digital Operations Analyst in Michigan to enhance AI-enabled member interactions and optimize service delivery. The role emphasizes analyzing system performance, translating data into actionable insights, and supporting seamless transitions from automated to human assistance.

The ideal candidate has at least 2 years in customer service within financial services and experience with AI or digital platforms.

Qualifications

Minimum 2 years of customer service experience in a financial institution.
Experience with escalated concerns and complex situations.
Experience with AI-enabled systems or digital tech preferred.

Responsibilities

Support implementation and operation of AI-enabled contact center and digital member interaction tech.
Monitor system performance and identify improvement opportunities.
Assist with testing new features and workflows for alignment with business needs.
Maintain documentation of processes, configurations and procedures.
Resolve member interactions escalated from AI-powered channels and ensure smooth handoffs.