Digital Support Representative

Overview

Position Purpose
Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by assisting our E-members who would rather utilize an electronic channel(s) instead of the conventional branch transaction. This position is the troubleshooting and response side of Digital Support. Being available for quick communication with members and employees.

This includes but is not limited to:
Online banking trouble shooting assistance and set up, member assistance via phone, chat, or secure message within Digital Banking, occasionally starting a deposit application and various miscellaneous functions. This position actively promotes the member advocacy philosophy, as well as placing an emphasis on enthusiastic quality service while concentrating on building member relationships.

• Responsible for taking the member calls looking for assistance, that would include Digital Support hunt group calls and or any individual employee questions directed to them.
• Using and organizing ticketing system for Digital banking troubleshooting and business building. Referring to all requests made from employees or members. This may include, but not limited to, building new agreements, setting up new businesses, login issues and or statement issues.
• Responsible for assisting members who send in a Secure Message from Online Banking and/or any chat options implemented within our Digital Banking or website.
• Assists members in the area of starting new deposit accounts by phone or instant chat. This may include, but is not limited to, starting new deposit accounts, answering member questions, and speaking with members on the products and services offered by the Credit Union.
• Educates members about electronic options and other products Capital Credit Union has to offer. Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs, including but not limited to all types of consumer loans, share certificates, digital banking, debit cards, and direct deposit.
• Concentrates on serving the members electronic needs and building relationships, using a member advocacy approach.
• Maintains an effective working knowledge, including the technical aspects, of the Credit Union’s products and services.
• Maintains an advanced knowledge of the Digital banking system to work as the support team for members and employees within the organization.
• Assists in preparing procedures and documentation for the position.
• May assist in training new employees.
• Maintains a strong understanding of the general functions of Credit Union departments and workflows in order to achieve first-call resolution whenever possible.

• Responsible for taking the member calls looking for assistance, that would include Digital Support hunt group calls and or any individual employee questions directed to them.
• Using and organizing ticketing system for Digital banking troubleshooting and business building. Referring to all requests made from employees or members. This may include, but not limited to, building new agreements, setting up new businesses, login issues and or statement issues.
• Responsible for assisting members who send in a Secure Message from Online Banking and/or any chat options implemented within our Digital Banking or website.
• Assists members in the area of starting new deposit accounts by phone or instant chat. This may include, but is not limited to, starting new deposit accounts, answering member questions, and speaking with members on the products and services offered by the Credit Union.
• Educates members about electronic options and other products Capital Credit Union has to offer. Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs, including but not limited to all types of consumer loans, share certificates, digital banking, debit cards, and direct deposit.
• Concentrates on serving the members electronic needs and building relationships, using a member advocacy approach.
• Maintains an…