The Product Specialist, Senior is responsible for the support of large/complex products and/or services, including the assistance of customers and service partners across a broad range of needs. S/He often manages projects within the assigned product or service area or is a key contributor on behalf of that product or service in larger projects. S/He creates and updates procedures and reviews for accuracy and completeness the procedures developed by Product Analysts and Product Specialists. The incumbent designs and creates reports needed to measure and monitor the efficiency, accuracy, volume, profitability, security, risk and/or timeliness of assigned businesses and analyzes same for variances that warrant management attention. As a subject matter expert, the incumbent is expected to identify and make recommendations to improve the quality, timeliness, and efficiency of assigned products/services and/or contribute to their implementation. The incumbent may also gather information needed to document compliance with policies and procedures for audit or bank examinations.

RESPONSIBILITIES:

• Provides support to customers and/or service partners related to the operation and administration of assigned products/services. Support includes, but is not limited to, researching and resolving complex problems, performing maintenance functions, researching and answering product-related questions on capabilities and options, and creating/delivering training.
• As a subject matter expert, leads or contributes in a material way to projects involving assigned products and services and identifies/recommends improvements to the quality, timeliness and/or efficiency of designated products and services.
• Reviews user materials for assigned products/services, including manuals, training programs, and release notes, to advise Operations management when changes may be needed to United Bank processes, procedures, communications, etc., and contributes to those changes.
• Opens/tracks problem tickets with vendors and/or interacts with their technical support teams on issues that cannot be resolved by United Bank in a timely fashion or for which more detailed guidance is needed before initiating any corrective action. For products/services not supported by a vendor, liaises with relevant resources to identify and implement a solution.
• Oversees the creation of designated reports in a timely and accurate fashion. Identifies and recommends improvements in the accuracy and efficiency of the reporting process. Analyzes report output to identify variances that warrant management attention and recommends action.
• Actively participates in the testing and implementation of system and procedural changes, especially with respect to the documentation of said changes and test results.
• Assists management in maintaining complete and accurate records needed to document production and demonstrate compliance with audit and regulatory requirements.