Digital Support Representative

Overview

Digital Support Representative. Upholds the Credit Union's mission of doing the right thing one member, one employee, and one experience at a time by assisting E-members who prefer electronic channels. This position is the troubleshooting and response side of Digital Support, providing quick communication with members and employees. It includes online banking troubleshooting and setup, member assistance via phone, chat, or secure message within Digital Banking, and occasionally starting a deposit application and various related functions.

This role promotes member advocacy and enthusiastic quality service while building member relationships.

• Responsible for handling member calls seeking assistance, including Digital Support hunt group calls and inquiries directed to them.
• Use and organize the ticketing system for Digital Banking troubleshooting and business building. Refer to all requests from employees or members, including building new agreements, setting up new businesses, login issues, and statement issues.
• Assist members who send in a Secure Message from Online Banking or through any chat options implemented within our Digital Banking or website.
• Assist in starting new deposit accounts by phone or instant chat, including answering questions and discussing products and services offered by the Credit Union.
• Educate members about electronic options and other products Capital Credit Union offers. Promote applicable Credit Union products and services to new and existing members based on their needs (e.g., consumer loans, share certificates, digital banking, debit cards, direct deposit).
• Concentrate on serving members’ electronic needs and building relationships using a member advocacy approach.
• Maintain working knowledge of the Credit Union’s products and services, including the digital banking system, to serve as a support resource for members and employees.
• Assist in preparing procedures and documentation for the position; may assist in training new employees.
• Maintain an understanding of the general functions of Credit Union departments and workflows to achieve first-call resolution when possible.

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; able to perform basic arithmetic with whole numbers, fractions, and decimals (high school level).
• Ability to operate an online computer terminal with working knowledge of Microsoft Office (Word, Excel), core computer system Velocity E-Mail, and adding machine (based on coursework or 1–3 months of on‑the‑job experience).
• Comprehensive knowledge of the products, services, and procedures needed to process transactions (typically 3–6 months on‑the‑job experience).
• Ability to concentrate and pay close attention to detail for over 75% of work time; high level of accuracy.
• Analytical ability to research and resolve member problems and determine appropriate actions.
• Interpersonal skills to work effectively with a diverse group of members in stressful situations; strong communication and listening skills; sales skills.
• Ability to exercise independent judgment to address member concerns and support overall business objectives.
• Ability to stay in one place or work in a confined area for extended periods and to move about up to 10% of work time to distribute correspondence.

• Shift from 9:00 AM to 6:00 PM, with a Saturday rotation from 7:30 AM to 1:00 PM.
• Frequent use of telephone, computer, webcam, and other office equipment.
• Prolonged sitting or standing; frequent mental and visual concentration.

Note:

This job may be eligible to work from home, contingent upon supervisor approval. Approval will be based on the Work from Home Policy eligibility requirements and department needs.

The statements above describe the general nature and level of work performed and are not intended to be an exhaustive list of responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. See more information on the Learn more about Capital Credit Union link below, including rights under the Family Medical Leave Act and the Employee Polygraph Protection Act. Equal Opportunity Employer notices reflect federal employment laws and Know Your Rights under the Department of Labor.