Digital Operations Q2 Specialist

Lake Ridge Bank is looking for a motivated professional to join our team as a Digital Operations Q2 Specialist! The Digital Operations Q2 Specialist supports the migration of Lake Ridge Bank's Consumer and Business online banking platforms from Fiserv to Q2. This role provides operational support throughout the conversion, including case management, system validation, entitlement mapping, data validation, and cross-functional coordination with internal teams and external vendors. Following the anticipated go-live in Q1 2027, this position transitions into an ongoing Digital Operations role responsible for Q2 system support, digital channel governance, ancillary digital services (Zelle, Bill Pay, Wire Manager, ACH Manager, etc.), case management, and risk control support.

ESSENTIAL RESPONSIBILITIES:

Conversion Project Responsibilities

• Serve as a primary operational resource supporting the migration from Fiserv Consumer and Business online banking to Q2.
• Submit, track, and monitor migration-related cases with both Fiserv and Q2, ensuring timely resolution.
• Maintain detailed documentation of issues, testing results, case history, and system findings for audit and project tracking.
• Participate in UAT, regression testing, parallel testing, and configuration validation.
• Support data mapping, data validation, and reconciliation efforts to ensure accurate migration of online banking profiles, entitlements, alerts, payments, and scheduled transfers.
• Validate user roles, permissions, security settings, and digital payment configurations throughout all test cycles.
• Work closely with the project manager to communicate risks, dependencies, deliverables, and outstanding issues.
• Support change management processes, ensuring system updates, configuration changes, and vendor releases are tested and validated.
• Identify potential client impacts related to digital banking changes and coordinate remediation or communication with appropriate teams.
• Participate in vendor review calls with Q2 and Fiserv, maintaining structured documentation and tracking action items.

Post-Migration Responsibilities

• Provide Tier 2/3 support for Q2 online banking once the system is live.
• Submit and manage production cases with Q2 for issue resolution, enhancements, and maintenance.
• Support ongoing configuration governance, entitlement management, and digital channel oversight.
• Assist in managing ancillary digital services, including:
  • Zelle (operations, disputes, integration, and support)
  • Bill Pay (administration and issue coordination)
  • Wire Manager (operational troubleshooting and support)
  • ACH Manager (operational troubleshooting and support)
  • Alerts, transfers, digital payments, and other integrated services
• Assist with fraud, authentication, and digital security escalations, partnering closely with Financial Crimes and Information Security.
• Maintain digital banking procedures, troubleshooting guides, known-issues logs, and departmental documentation.
• Support ongoing reporting, volume tracking, downtime notifications, and vendor performance monitoring.
• Assist with operational risk mitigation efforts by documenting controls, preparing audit materials, and maintaining FFIEC-aligned procedures.

Other Responsibilities

• Help manage departmental projects, including implementations, system upgrades, and cleanup efforts.
• Maintain and update procedure manuals, storage protocols, and retention policies.
• Assist in the rollout, administration, and ongoing management of digital services and payment platforms such as Zelle, Bill Pay, Wire Manager, and ACH Manager.
• Represent the Bank in professional and community activities.
• Actively participate in training programs to stay updated on digital banking trends and technologies.
• Partner effectively across all levels of the organization and maintain positive working relationships.

• Bachelor's Degree in Finance, Economics and/or similar field of education and a minimum of 3 years of similar work experience
• Exceptional interpersonal and communication skills (verbal & written) to be able to interact and communicate with a diverse group of clients.
• Excellent organizational and time management skills
• Good accounting/math skills with the ability to work precisely with numbers and financial calculations
• Strong attention to detail with the ability to work efficiently & accurately
• Demonstrated ability in exercising independent judgment
• Strong organizational skills, including the ability to prioritize and remain calm while working in a fast paced/deadline driven environment
• Good working knowledge of Microsoft Office Suite, proficient typing/keyboarding skills and the ability and willingness to learn new programs and software
• Ability to meet deadlines in a fast-paced production environment
• Ability to maintain confidential customer information
• Ability to represent the organization in a professional, positive manner

Preferred Qualifications

• Hands-on experience with Q2 Consumer or Business online banking.
• Experience working with Fiserv Architect, Business Online Banking, or similar platforms.
• Prior involvement in a major digital banking system conversion or large-scale technology migration.
• Familiarity with digital payment systems, entitlements, and administrative portals.
• Working knowledge of compliance regulations related to digital banking, including Zelle, ACH, and wire operations.

Lake Ridge Bank values a diverse workforce and is an Affirmative Action/Equal Opportunity Employer.

Consistent with Lake Ridge Bank's commitment to employ and advance qualified individuals with disabilities, Lake Ridge Bank provides reasonable accommodation to apply for or perform a job. Some examples of reasonable accommodation include alternate methods to apply, providing documents in an alternate format, altering work procedures, specialized equipment or use of an interpreter. If an individual needs reasonable accommodations to apply or perform a job here at Lake Ridge Bank, please contact Human Resources at (608) 849-2700 or email us.