Description

JOB TITLE: DIGITAL BRANCH REPRESENTATIVE 

FLSA STATUS: NON-EXEMPT
REVISED DATE: 12/29/2023

REPORTS TO: ASSISTANT DIGITAL BRANCH SUPERVISOR

PRIMARY FUNCTION:
This position exists to provide exceptional member service through our various digital communication methods, complete transactions, and problem solve with members in an efficient, courteous, and timely manner. This position is responsible for assisting members through any questions regarding the use of our digital platforms. Responsible for projecting a professional image to the members through voice, online chats, and video platform communications. 

PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Complete member inquiries and transactions in a timely and professional manner
2. Answer all incoming calls and respond to all digital communication platforms. Assess the situation, ask any clarifying questions, and direct members to correct department for resolution as needed. 
3. Assist members in resolving any questions/complaints, referring when necessary.
4. Act as a subject matter expert for our members on all consumer facing digital platforms.
5. Assist onboarding and advising members in using all digital platforms offered.
6. Troubleshoot members digital banking using proper programs and tools and resources.
7. Outbound calling to members when needed.
8. Process daily, weekly, and monthly digital branch reports.
9. Process online check orders.
10. Process and respond to account and deposit verifications.
11. Actively and thoughtfully communicating with their supervisor, planning their goals and development, taking accountability for their actions and striving for excellence.

GENERAL DUTIES/RESPONSIBILITIES:
12. Promote products and services.
13. Attend all meetings as required.
14. Maintain clean and professional work area and appearance.
15. Maintain positive public relations and promote credit union within the community.
16. Complete educational programs as required.
17. Perform the following commitments of service to each and every member at all times:
a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b. Keep a smile in my voice as well as on my face.
c. Answer the telephone or digital communication within the allotted 20 seconds.
d. Call people by name and thank them.
e. Give people my full and undivided attention; focus on the person face to face, telephone, and online chat.
f. Take responsibility for solving the individual's problem instead of referring it to someone else.
g. Deliver on commitments of action(s) to be taken, so excuses won't be necessary.
h. Follow through on necessary action(s) to be sure the problem is solved.
i. Know that what's important is not only who or what created the problem but how the problem can be corrected.
j. Protect confidential information.
18. Other duties as assigned.

Qualifications

REQUIREMENTS OF THE POSITION:
High school diploma or GED.
One to three years similar or related experience.
Excellent telephone etiquette and skills.
Excellent communication and organizational skills.
Professional, pleasant, and outgoing personality.
Ability to perform under pressure.
Excellent analytical skills.
Ability to sell.
Team player.
Computer knowledge.
Decision making skills.

PHYSICAL REQUIREMENTS:
Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.

VISUAL/PERCEPTION ACTIVITY:
Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes).

WORKING CONDITIONS:
None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

HUMAN RELATION SKILLS NEEDED:
The ability to communicate effectively with members, staff, and contacts outside of the credit union in a polite, courteous timely, accurate and efficient manner. Patience in dealing with a difficult member.

INTERNAL TRAINING REQUIREMENTS:
Please refer to the credit union intranet for the internal training requirements for this position.

ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity