Digital Support Specialist

Scott Credit Union; Edwardsville (IL); On-site; USD 50,000 - 63,000; Full time

Benefits offered by this job

11 paid holidays

401(k) match

Medical insurance

Dental insurance

Vision insurance

Short-Term Disability

"Dress for your day" policy

Team-oriented culture

Job summary

Scott Credit Union in Edwardsville, IL seeks a Digital Support Specialist to troubleshoot and resolve digital banking issues, assisting members and staff. You’ll help ensure optimal platform performance, assist with onboarding, and create user guides.

The role blends technical expertise with strong customer service in a collaborative environment. Work is on-site initially with potential for hybrid or remote work after probation.

Qualifications

• Provide timely technical support for digital platforms and banking tools.
• Resolve software, hardware, and digital system issues for members and staff.
• Assist with onboarding, training, and creating user guides.

Responsibilities

• Provide timely and effective technical support for digital platforms and tools.
• Diagnose and resolve software/hardware issues; escalate when needed.
• Assist users with onboarding, training, and navigating digital tools.
• Monitor system performance and perform routine maintenance for stability.
• Document cases and develop knowledge base articles for future support.
• Collaborate with all departments to improve digital tools and services.
• Gather user feedback and propose enhancements to products.
• Conduct training sessions and create educational materials for users.
• Coordinate with stakeholders to ensure seamless integration of digital products.

Skills

Technical support

Customer service

Digital platforms

Troubleshooting

Education

High School diploma or equivalent

Tools

Core banking system

IT support tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Digital Support Specialist

Active - Regular Full-Time Professional Edwardsville, IL, US

Salary Range: $24.25 To $30.31 Annually

Scott Credit Union is hiring a Digital Support Specialist in Edwardsville, IL to help enhance our digital systems and ensure a seamless technology experience for our employees and members. If you’re passionate about innovative technology solutions, skilled at troubleshooting and improving IT infrastructure, and thrive in a collaborative, service-driven environment – we’d be excited to welcome you to our award-winning team.

Schedule:Full-time | Monday–Friday

Work Location Status:Fully on-site for the first 30-90 days at the Edwardsville, IL Headquarters. After successful completion of probationary period, position may be eligible for hybrid or remote work.

*Employees in hybrid or remote roles may be required to return on-site periodically for meetings, events, or other work-related needs as determined by their manager.

About the Role

The Digital Support Specialist will be responsible for troubleshooting and resolving digital issues, assisting users with technical questions, and ensuring the optimal performance of our digital banking platform. This role requires a blend of technical expertise, customer service skills, and problem-solving abilities to support both members and internal stakeholders effectively.

Why Join Scott Credit Union?

Scott Credit Union has been designated a TopWorkplacebytheSt.LouisPost-Dispatch and USA Today for our people-first culture and strong employee engagement. We invest in our diverse team with competitive benefits, meaningful work, and clear paths for growth.

Benefits include:

• 11paidholidaysandcompetitivePTO
• 401(k)withemployermatch
• Medical,dental,vision,andlifeinsurance
• Short-Term Disability, including maternity leave
• “Dressforyourday”policy
• Supportive, team-oriented culture

What You’ll Do

• Provide timely and effective technical support to users experiencing issues with digital platforms, applications, and tools.
• Diagnose and resolve issues related to software, hardware, and digital systems. Escalate complex problems to higher-level technical teams as needed.
• Assist users with onboarding, training, and navigating digital tools and platforms. Create and maintain user guides and FAQs.
• Monitor the performance of digital systems, identify potential issues, and perform regular maintenance tasks to ensure system stability and reliability.
• Document support cases, resolutions, and knowledge base articles to improve future support efforts and facilitate knowledge sharing.
• Work closely with all departments to address and resolve technical issues and to enhance digital tools and systems.
• Gather and analyze user feedback to identify areas for improvement in digital tools and services, and propose enhancements as needed.
• Conduct training sessions and create educational materials to empower users to make the most of digital resources. Conduct regular user testing and analysis to gather feedback and make data-driven decisions to improve the product.
• Collaborate with internal stakeholders to ensure seamless integration of digital products and services with other credit union offerings.

What You Bring

• High School diploma or equivalent AND Minimum two years’ experience in a customer/member facing retail financial institution role with advanced use of the core system, experience in researching and resolving digital banking platform issues, and consultation with internal departments.
• OR Minimum two years’ experience in an information technology or digital support role at a financial institution.
• OR Minimum four years’ experience in an information technology or digital support role.

Is This You?

• You’re energized by creating meaningful connections and delivering strategic solutions
• You stay focused under pressure and prioritize precision in your work
• You take initiative, own your projects, and consistently aim for high-quality results
• You’re looking to build a long-term career where your skills can grow and evolve

Our Commitment

At Scott Credit Union, our purpose is to support members through every phase of their financial journey. We believe in accountability, integrity, diversity, service excellence, and continuous growth—for both our members and our employees.

Relevant titles:

digital banking, digital products, financial institution, information technology, leadership,