[Hiring] Products & Services Specialist @East Coast Credit Union

Role Description

Reporting to the Manager, Products and Services, the Products & Services Specialist supports the implementation, delivery, and continuous improvement of retail and commercial products, services, and operational initiatives. Working with cross-functional teams, the role coordinates implementation activities, supports change readiness, develops training resources, and contributes to testing, communications, analytics, and process improvements to ensure seamless member and colleague experiences aligned with organizational goals and regulatory requirements.

• Serve as a Subject Matter Expert (SME) for Service Delivery (Retail and Commercial) supporting the implementation of new and enhanced products and services.
• Support end-to-end implementation activities, including impact assessment, testing, documentation, training, and launch readiness.
• Assist with coordinating testing, pilots, and rollouts; document issues, support resolution, and escalate risks as required.
• Support post-launch reviews by gathering feedback, identifying gaps, and recommending improvements.
• Assist with research, analysis, and data gathering to support product decisions and service enhancements.
• Develop, maintain, and update procedures, job aids, and reference materials related to products, services, and service delivery.
• Support training and change enablement by preparing materials, tools, and just-in-time resources for staff.
• Collaborate with the broader Service Delivery team to provide input, guidance, and risk assessment related to colleague readiness for enterprise-wide product, service, or process changes.
• Participate in project teams, working groups, committees, and Credit Union system initiatives related to assigned areas.
• Support adherence to regulatory requirements, internal controls, operational standards, and Service Level Agreements (SLAs).

Qualifications

• Successfully completed a degree in Business, Commerce or related field.
• A minimum of five years of progressive experience in product implementation, project delivery, or operations within the financial services industry; or an equivalent combination of training and related work experience.
• Experience in lending, commercial banking and/or digital product environments is considered an asset.

Requirements

• A proven project manager with strong organizational skills, with the ability to manage multiple initiatives and competing priorities.
• Analytical and a problem-solver with the ability to assess impacts, identify risks, and support effective implementation of products and services.
• A collaborator with a strong focus on member and employee experience, innovation, and operational excellence.

Benefits

• Outstanding culture and opportunity to join an engaged and community-focused team.
• Competitive compensation to commensurate with experience ($76,609.28 – $90,127.42) and benefits with performance-based incentives.
• Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan.
• Tuition reimbursement, training, and personal development.
• Additional employee perks include but not limited to annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.