Digital Member Service Specialist I

Description

• Position Purpose

The Digital Member Experience Specialist I is a key member of the Member Service Center team, responsible for providing professional, efficient, and high-quality service through digital channels. This role focuses on supporting members with online account openings, sub-account openings, secure messages, and responding to member communications with accuracy and efficiency. The Digital Member Experience Specialist I ensures adherence to organizational policies and procedures while delivering a seamless virtual experience to every member.

Essential Functions and Basic Duties

1.    Member Service Excellence

•     Deliver exceptional service by aligning with the credit unions SERVICE culture: Support, Educate, Respect, Value, Innovate, Communicate,      Empower.
•     Demonstrate inclusivity and equity by modeling respectful, bias-free behavior with members and colleagues. 
•     Provide personalized financial education to members, ensuring their needs are met effectively and efficiently    

2.    Member Service Center Functions 

•     Perform all duties and responsibilities of MSCR I and II, ensuring professional and effective service.
•     Address a wide variety of member inquiries related to accounts, products, and services, offering accurate information and solutions.
•     Efficiently process new account applications originating from online and mobile channels, ensuring compliance and accuracy.
•     Provide members with information about JHFCU’s full range of products and services and educate members based on their financial needs.
•     Mentor and assist the MSCRs on Digital Member Experience related matters to enhance their technical skills and knowledge.

3.    Technical Expertise and Problem-Solving

•     Research and resolve complex member issues, including making sound business exceptions when necessary.
•     Safeguard confidential member information by following verification protocols and utilizing approved resources.
•     Escalate issues to management when necessary, including approvals and complex member interactions. 
•     Collaborate with other departments to investigate and resolve member problems quickly and in a satisfactory way.

4.    Digital Member Engagement

•     Respond to secure messages, ensuring timely, accurate, and professional communication.
•     Process and review online account opening applications in a timely and accurate manner.
•     Verify member information and ensure compliance with organizational policies and regulatory requirements.
•     Collaborate with other departments as needed to resolve issues or gather additional information.
•     Provide prompt follow-ups to ensure member satisfaction and resolution.
•     Educate members on the benefits and features of various account options.

5.    Compliance and Quality Assurance

•     Ensure all activities comply with credit union policies, procedures, and regulatory requirements.
•     Participate in periodic quality assurance reviews to maintain high service standards.
•     Stay updated on industry trends, regulatory changes, and new technologies to enhance service delivery.
•     Maintain accurate records and documentation for all transactions and communications.

6.    Individual Development and Expectations

•     Pursues training opportunities in line with development plans and participates actively in touchbases and coaching.
•     Develops and maintains positive relationships with co-workers and management.
•     Contributes to an engaged and positive team environment.
•     The Digital Member Experience Specialist I is encouraged to actively engage in growth opportunities aligned with their individual action plan, focusing on continuous improvement and preparing for advancement to the Digital Member Experience Specialist II role.

7.    Other Duties

•     Adhere to applicable laws and regulations, including BSA and the USA Patriot Act
•     Support other branches or departments on short notice as needed.
•     Perform additional duties and responsibilities as assigned.
   

Qualifications

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

•     High school diploma or GED required
•     Minimum of four years’ call center experience in a credit union or banking environment with a focus on Digital Member Experience.
•     Bi-Lingual - Spanish

Skills

•     Strong communication, problem-solving, and mentoring skills. Proficiency in online banking systems and virtual service platforms.

Other Requirements

•     Ability to work a hybrid schedule, as applicable.

Salary : $23 - $24