Alliant Credit Union

We set the standard for simple and rewarding digital banking.

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Digital Support Platform Administrator

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What will your day look like?

You will be responsible for the design, installation, maintenance, configuration and the daily support of the digital support platform(s) and specific, related 3rd party applications and subsequent integration. The incumbent works with internal business partners and system vendor(s) to implement, test, maintain, and regularly validate accurate operation of the digital support platform(s). The Digital Support Platform Administrator measures and optimizes applications to improve usability and create the best user experience. The incumbent collaborates with product management to define and implement innovative solutions for the product direction, visuals and experience. Responsibilities include setting up and maintaining performance reports, SLA reporting and providing feedback to Member Care management to improve quality and work with internal partners to optimize use of Member Care channels. Resources to do the job require the ability to think strategically and be innovative while working in an Agile and collaborative team-oriented environment and must be comfortable working with analysts, developers, DevOps, and architects across multiple teams to collaboratively design creative solutions to complex problems. The Digital Support Platform Administrator focuses on providing members with a high quality of member service through appropriate authentication, routing and end user functionality. General direction is received from the Sr. Manager, Digital Care.

Responsibilities

Do you see yourself doing this?

Facilitate and execute design and configuration changes for the Digital Care platforms and effectively
Enhance and proactively fix functionality of existing networks by isolating issues to specific equipment, data, or software.
Collaborate with business partners to understand their requirements and the challenges they are trying to solve for; identify and clarify any gaps, and help to create business use cases.
Collaborate with business partners to manage testing support; develop comprehensive test plans / use cases / scenarios, define expected testing results, and analyze and triage defects reported.
Collaborate with vendor and internal developers to manage releases; address defects, manage stress tests, and coordinate installations.
Understand, maintain, and support platform(s); troubleshoot issues, perform root cause analysis, recommend corrective action, and lead the resolution efforts.
Collaborate with business and technical resources to make recommendations to improve the overall customer experience with a focus on consistency and ease of navigation.
Examine applications and implement proactive monitoring and redundancy at all tiers to help meet availability goals.
Contribute to technical process improvements and training across a variety of disciplines such as Agile and modern development practices.
Act as a subject-matter expert in the Digital Care Center for Digital Care and IVR channels.
Troubleshoot and resolve deployment/configuration issues and work with appropriate teams to correct any problems.
Facilitate the coordination of Digital Care DSP project by acting as the liaison between the business users/stakeholders, the vendor and various systems groups.
Consult on design, support, and management of IVR and Digital Care solutions.
Master all in-depth knowledge of Digital Care platform environment(s)in areas of operations, resource management, technical operations, technical systems and multimedia technologies.
Maintain technical competency in all IVR and Digital Care platform(s) products.
Export and analyze data from multiple formats in order to track platform(s) performance indicators and escalate anomalies as appropriate.

Qualifications

What makes you a great fit?

You’ll be a great fit if in addition to the completion of a Bachelor’s degree and 5+ years’ related work experience, required, and you have:

Knowledge of Contact Center technologies such as Interactive Voice Response/IVR, Voice Recognition Unit/VRU, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, chat, AI, NLU etc.
Familiarity with latest digital channel trends, technologies and how a Contact Center can leverage the latest IVR capabilities
UI and UX design experience, preferred
Strong problem-solving skills which includes root cause analysis, defining options for resolutions and the ability to clearly articulate the options to internal technical and business individuals and third-party vendors
Self-motivated learner who will take the opportunity to learn new technologies and take the initiative to become the Subject Matter Expert (SME)
Demonstrated ability to work independently and maintain flexibility to adapt well to change
Previous experience working in a financial institution preferred
Excellent verbal and proven written communication skills
Must demonstrate the ability to work independently and also collaborate in a group setting
Outstanding technical aptitude, multi-tasking and problem-solving skills
Expertise in Microsoft Office Suite required
Ability to work extended and flexible hours when required to meet service level agreements and ensure members are served
Must be able to work under pressure and meet tight deadlines

When you’re happy, we’re happy!

As a thank you for joining our team, you’ll benefit from:

Competitive medical, dental, and free vision benefits
Competitive compensation plan
Contributions towards gym memberships
Generous PTO and banking holidays off

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Calli Cardillo

Director, Technical Strategy & Portfolio Management

PUTTING PEOPLE FIRST

Propelling product forward through teamwork

Cardillo oversees enterprise execution for digital products at Alliant. To this end, her team has been rapidly growing and building out new processes and changes to products designed to enhance customer experience. She credits her team with being her number one asset in approaching these goals. “Happiness in teams leads to top output,” Cardillo said. To encourage a happy and healthy team environment, they align on individual development plans. Employees are encouraged to join ERGs, explore their strengths and pursue training and certification programs.

I feel genuinely supported by the team I work with. It is so rewarding to celebrate successes as a team when you can directly see and feel the impact from how hard everyone is working.

Crystal Luna

Director, Banking Operations

EMPOWERING EMPLOYEES

Inviting contributors to take the lead

Since joining Alliant in 2006, Luna has experienced the company’s focus on professional development first hand, advancing through several roles into a senior leadership position. “My approach to leadership has always been to take my team along for the ride,” Luna said, noting that she celebrates the successes of direct reports that move into managerial positions. As the founder of EMPOWER, Alliant’s Black professionals ERG, Luna is committed to creating leadership opportunities for a diverse workforce and ensuring the company is an equitable and inclusive place that elevates its employees.

I take a supportive role and allow my team members to take the lead. This showcases their talents to others in the organization and gives them the confidence to take on bigger roles and responsibilities.

Sean Briscoe

Director, Credit Product Strategy & Analytics

PRODUCING FINANCIAL WELLBEING

Developing tech in service of people

Briscoe was initially excited to join Alliant for two reasons: its forward-thinking digital-first approach to lending and its commitment to serving members as a nonprofit organization. His team recently set its sights on improving Alliant’s flagship Visa Cashback Signature Card, working with product, marketing, compliance and technology teams to enhance member experience. “We continue to find new opportunities for growth and new ways to serve our members,” Briscoe said. “The team at Alliant is engaged, energized, self-motivated and always member-focused.”

Everything I do helps improve the financial lives of our members, and each one of my ideas is heard and taken seriously.

What are Alliant Credit Union Perks + Benefits

Alliant Credit Union Benefits Overview

Alliant constantly works on improving its Employee Value Proposition. Our Human Capital Group team seeks ongoing employee feedback to continue to raise the bar on employee-focused benefits, making updates to the existing and adding new benefits every year.

Culture

Volunteer in local community

Alliant offers 8 hours of paid volunteer time benefit for all employees.

Partners with nonprofits

To execute on our mission of Bridging the Digital Divide, Alliant has partnered with PCs for People, Connected Nation, DiGiTunity and the National Digital Inclusion Alliance.

Open door policy

OKR operational model

Team based strategic planning

Flexible work schedule

Alliant provides employees with a flexible work schedule that includes Flexible start and end times.

Remote work program

Since the pandemic began, all non-essential job functions have been remote 100%.

Diversity

Documented equal pay policy

Dedicated diversity and inclusion staff

Highly diverse management team

Mandated unconscious bias training

Alliant provides our leaders and employees with unconscious bias, psychological safety and inclusive mindset training.

Diversity manifesto

Diversity employee resource groups

Alliant supports employee resource groups. At this time, employees created INCLUDE, a women's resource group and ALL, an LGBTQ+ employee resource group, and EMPOWER black employees' resource group.

Hiring practices that promote diversity

At Alliant, we ensure that we have a diverse candidate slate for every role for which we hire and that our interview panels are also diverse.

Health Insurance & Wellness Benefits

Flexible Spending Account (FSA)

Alliant employees can contribute up to $2,750 annually to their Health Care FSA and $5,000 to their dependent care FSA.

Disability insurance

Company provides Short Term Disability benefit payable for up to 13 weeks as well as Long Term Disability insurance that covers 66.67% of your monthly earnings up to $10,000 monthly maximum payout.

Dental insurance

Preventive services covered at 100%, Basic services covered at 80%; Major restorative services covered at 50%; Orthodontics covered at 50%

Vision insurance

Alliant offers free vision benefits to its employees and their dependents. The vision benefits plan covers 100% for annual eye exams after a $10 copay and $150 for glasses and contacts.

Health insurance

Alliant provides a choice of two medical plans. If you elect a medical plan, you are automatically enrolled in an HSA where Alliant contributes funds to help you pay for your out-of-pocket expenses.

Life insurance

Basic Life insurance and Accidental Death & Dismemberment is equal to 1 times an employee's annual salary. Employees can also purchase Voluntary Life insurance for themselves and their dependents.

Pet insurance

Our pet insurance policy covers up to %90 of out of pocket expenses.

Wellness programs

With Alliant's wellness reimbursement program, each employee receives up to $35 per month (non-cumulative) to spend on wellness activities and discounted wellness services through ThrivePass.

Mental health benefits

Alliant employees get free access to ComPsych, Calm and myStrength apps and services.

Financial & Retirement

401(K)

Alliant offers a 401(k) plan administered through Fidelity where employees can contribute up to 60% of eligible compensation to the annual IRS limit.

401(K) matching

We match 100% of contributions up to the first 5% of an employee's annual gross pay. eligible salary. You will be 100% vested in these contributions right away.

Performance bonus

In the last years, Alliant’s bonus payouts were above 100%.

Charitable contribution matching

The Alliant Credit Union Foundation also matches employee donations made to non-religious, non-political 501(c)(3) organizations up to a total of $1,000 per person per calendar year.

Child Care & Parental Leave Benefits

Generous parental leave

We provide up to 6 weeks of parental leave for the primary and secondary caretakers.

Family medical leave

Employees who have been with the company for 12 months are eligible for up to 26 weeks of family medical leave.

Vacation & Time Off Benefits

Unlimited vacation policy

Generous PTO

Our employees receive between 21 and 31 days per year of paid time off based on years of service. Alliant also offers a Flexible Time Off (unlimited time off) policy for Sr. Managers and above.

Paid volunteer time

Our employees receive 8 hours per year of paid volunteer time.

Paid holidays

Office Perks

Commuter benefits

Employees can withhold up to $280 per month pre-tax for transit expenses and up to $280 per month pre-tax for parking expenses.

Company-sponsored outings

Alliant hosts between 4 and 6 major employee events in a year, including the Annual Volleyball Tournament, annual summer party and employee appreciation day celebration.

Free snacks and drinks

Currently, Alliant offers free snacks, free hot beverages and bottled water during the day, free lunch/food events on occasion and bi-weekly free fruit.

Some meals provided

Fitness stipend

Alliant reimburses its employees up to $35 per month for gym, health and fitness services and activities.

Professional Development Benefits

Job training & conferences

Alliant offers employees professional development opportunities like Annual individual budget for training, onsite training courses and the ability to attend job-related conferences and seminars.

Tuition reimbursement

We offer up to $5,250 annually for continuing education through our tuition reimbursement benefit.

Lunch and learns

Alliant hosts lunch and learn and hour with the leader meetings once per quarter, giving our employees to hear from our executive and senior leadership teams.

Promote from within

Continuing education stipend

We offer up to $5,250 annually for continuing education through our tuition reimbursement benefit.

Online course subscriptions available

Customized development tracks

Paid industry certifications

Additional Perks + Benefits

Alliant constantly works on improving its Employee Value Proposition. Currently, Alliant offers free snacks, free hot beverages and bottled water, free lunch/food events on occasion, personal concierge service, on-site package/mailing service, massage therapy, discounted ticket sales, car wash, dry cleaning, convenience store, vehicle maintenance, banking and a gym at our headquarters location.

Our company works hard to create a work environment that allows our employees to maintain a healthy work/life balance. We encourage our employees to take advantage of flexible hours and offer an option to work remotely. Alliant also offers a very generous PTO package, which starts new employees with 21 PTO days annualized in their first year of employment.

The well-being of our employees and their families translates to productivity and commitment to their jobs. That is why we constantly work on launching new benefits that will help them find the best medical care at the lowest cost and get the help they need with convenience and without unnecessary stress.

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