Member Technology Support Specialist

Pay Range: $22.80 - $27.34 per hour, based on experience

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

Responsible for providing comprehensive technical support to both internal and external members, ensuring a seamless digital user experience. This includes diagnosing and resolving technical issues, maintaining direct communication and updates throughout issue resolution, offering guidance on how to effectively use the technology, and assisting with systems impacting members both internal and external. Additionally, the position involves actively participating in the testing phase of digital banking launches to ensure functionality and usability meet standards. The individual will be responsible for maintaining up-to-date knowledge of systems and technologies utilized by the Credit Union to effectively support users and contribute to continuous improvement initiatives. Moreover, they will play a crucial role in guiding internal and external members on their digital journey, offering assistance and education to enhance their digital banking experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES (including the following). May perform other duties as requested or assigned.

• Delivers excellent member service by addressing user concerns promptly and professionally through various communication channels including phone, email & chat.
• Executes system testing, troubleshooting, and prompt service level resolution to deliver on our promise of being fast, easy, and fair.
• Educates and supports internal and external members on how to effectively use technology, software, systems.
• Monitors system functionality and/or performance to determine if there are any potential problems, report critical findings to peers and/or manager and resolve somewhat complex problems.
• Collaborates with Digital Services to share knowledge, solve complex issues, and improve overall support efficiency.
• Maintains accurate records of technical issues and solutions provided to assist with future problem-solving and to update knowledge bases.
• Demonstrates exceptional critical thinking skills to make informed decisions.
• Exemplify a strong aptitude for solving problems creatively and proactively takes initiative.
• Consistently builds rapport with internal and external members and ask questions to uncover needs demonstrating our here to help culture.
• Provides support as needed within the department through all available channels.
• Reinforces member identification procedures and reports suspicious activity according to the credit union’s Bank Secrecy Act Policy.
• Partners with back-office departments and branch operations to create a seamless member experience across all channels.
• Upholds Credit Union service and solutions expectations.
• Ensures that the Credit Union's professional reputation is maintained.
• Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.
  
  

Requirements

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) required and one year of experience working in the Member Experience Center. 1 year of experience with CRM systems such as Zendesk (preferred)

Demonstrated analytical, accuracy, and problem-solving skills within a work environment. Ability to communicate verbally clearly and effectively and in writing.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to sit for long periods. The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop, and reach with hands and arms. The employee will occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Core Competencies

MEMBER FOCUSED

Creates trust by building relationships and actively discovers the right solutions for Members and peers; understands that the credit union exists because of Member trust and loyalty in the organization and employees; is passionate and dedicated to meeting the expectations and requirements of internal and external Members.

COOPERATION AND TEAMWORK

Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships. Readily puts in extra effort to accomplish important tasks.

DECISION QUALITY

Understands the member’s best interest is first; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment; most recommendations and decisions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

PROBLEM SOLVING

Uses rigorous logic and methods to solve difficult problems creating effective solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

ACTION ORIENTED

Pushes self and others to achieve the best possible results for the Member, organization and employees; proactively seeks out opportunities; raises hand, rather than waits to be asked; not fearful of acting with a minimum of planning; understands that it’s OK to make a mistake (fail forward).

ADAPTABLE

Learns on the fly; is a relentless, versatile and an active learner; open to change; can learn new skills and knowledge; analyzes both successes and failures for opportunities to improve; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits.

INNOVATION

A cultural mindset that supports new ideas, fosters experimentation and drives continuous improvement to deliver member value.

Combines and brings forward ideas in unique ways to make connections between disparate ideas; willingness to explore different lines of thought and suggestions and try new ideas through experimentation, views situations from multiple perspectives; brainstorms multiple approaches/solutions to benefit members.

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.