Senior Digital Experience Specialist

About the role

The Senior Digital Support Specialist provides exceptional service to members via multiple inbound and outbound channels (phone, email, and chat).

This position sees the value in leveraging technology for both the internal and external member experience.

Responsibilities

• Supports member facing technology including but not limited to: Internet Banking, Mobile Banking, Digital Account Opening, Digital Loan Applications, Bill Payment, and unsecure and secure chats interactions
• Provides second level support via phone queues for various credit union departments
• Acts as a liaison between internal departments to solve cross-functional tasks that affect the member experience
• Seeks to deepen member relationships by delivering solutions to service members' needs by offering additional credit union products, promotions, and services to members and promoting digital channels
• Delivers an exceptional member experience via secure and unsecure email and chat channels
• Affords assistance with online account enrollments, complex bill pay inquiries, and digital loan applications
• Affords assistance with training Credit Union staff on available digital products and services, policies, procedures, and regulatory requirements
• Researches and resolves problems independently or with minimal guidance
• Maintains meeting/exceeding department service level agreement expectations and individual KPIs
• Works with a digital-first mindset, coaching staff to leverage technology, digital tools, and innovative solutions to meet member needs efficiently and effectively
• Works closely with IT, member experience groups and leadership on a broad variety of projects, serving as project subject matter expert and ensuring timelines are met
• Contributes to a culture of teamwork, continuous improvement, and operational excellence
• Takes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgency
• Demonstrates an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures
• Contributes to a culture of teamwork, continuous improvement, and operational excellence
• Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures
• Adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions

Qualifications

• High School diploma, or equivalent
• 1-3 years’ experience at a financial institution
• Proven experience in digital systems support, data analysis, or a related technical or operational role
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs required
• Expert knowledge of current technology, browsers, and devices

What will make you stand out

• Strong analytical and problem-solving abilities
• Excellent written and verbal communication skills
• Strong organizational and time-management skills with a proven ability to meet deadlines
• Ability to work independently with minimal supervision
• Demonstrated ability to provide exceptional customer service
• High level of initiative, resourcefulness, and accountability
• Familiarity with system performance monitoring, process optimization, or workflow analysis is preferred
• Proactive problem solver
• Ability to prioritize and organize work in a multitasked environment
• Flexibility is necessary as an employee’s job responsibilities may change at any time during employment
• Experience collaborating with cross-functional teams, including IT and other internal teams
• Thorough knowledge of Credit Union services and products, including the credit union’s field of membership
• Previous lending experience