Digital Engagement Specialist

Digital Engagement Specialist I Job Title

Digital Engagement Specialist I

Digital Engagement Manager

Non-exempt

Provide exceptional member experiences via electronic service delivery channels, using a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit.

Starting Hourly Rate: $21.00

• Ensure exceptional member service through a variety of electronic service delivery channels, such as: inbound and outbound calls, chats, texts and e-mails.
• Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs.
• Respond to member inquiries regarding credit union products/services/programs, process member transactions, support online banking products, provide loan application status updates and transfer calls to appropriate departments.
• Provide support to front line during the troubleshooting of digital products and services.
• Follow credit union Member Privacy Policy and member identification procedures.
• Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Maintain member and TFCU privacy and confidentiality.

• Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided.
• Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times.
• Gain and retain a high-level knowledge of all TFCU policies and procedures.
• Adhere to TFCU’s attendance and punctuality policy.
• Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
• Engage in behavior that aligns with the credit union’s cultural beliefs.

High school diploma or its equivalent required.

Five (5) years’ work experience required, preferably in customer service and/or call center capacity.

• Minimum Years of Customer Service-related
  
  Experience:
  
  5
• Education/Training/Functions:
• Beginning level of training with MS Office.
• Basic general computer skills (e.g., using email, navigating the internet, search functions).
• Assists members using Chat/Text/Email channels.
• Completes department administrative tasks.
• Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).
• Completion timeline:
  Within 180 days of employment for external hires; prior to achieving Level 2 for internal employees.

• Minimum Years of Customer Service-related
  
  Experience:
  
  5
• Education/Training/Functions:
• In addition to Level 1 Education/Training/Functions:
• Intermediate computer skills (e.g., tables and graphics).
• Provides support to peers, including answering questions and remote de-escalation of member calls.
• Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).
• Completion timeline:
  Within 180 days of employment for external hires; prior to achieving Level 2 for internal employees.

• Minimum Years of Customer Service-related
  
  Experience:
  
  7
• Education/Training/Functions:
• In addition to Level 2 Education/Training/Functions:
• Advanced computer skills training (e.g., troubleshooting and technology).
• Serves as contact for escalated member calls.
• Handles advanced supervisory functions (e.g., queue and quality monitoring, scheduling, and branch security procedures).
• Provides leadership and coaching.
• At least 1 year of experience in a leadership capacity or identified as a candidate for the Prospective Leader Program.
• Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).

• Minimum Years of Customer Service-related
  
  Experience:
  
  7
• Education/Training/Functions:
• Advanced level of training with MS Office.
• Advanced computer skills training (e.g., troubleshooting and technology).
• Ability to deliver training and feedback via technology and in person.
• At least 2 years of experience in a Digital Engagement Specialist position preferred.

• A working knowledge of credit union operations, policies and procedures.
• A familiarity with credit union…