Senior Digital Experience Specialist

Description Core Details

• Main Branch – 6312 19th St W, Tacoma, WA 98466
• Onsite – This role operates on a full-time basis at the location listed above.

• Member Focus:
  Prioritizes the needs, preferences, and experiences of members by delivering exceptional service, building trust, and creating value.
• Instills Trust:
  Builds and maintains confidence and credibility with others through consistent, honest, and ethical behavior.
• Drives Results:
  Consistently delivers high-quality outcomes by setting clear goals, maintaining focus, and ensuring accountability.
• Cultivates Innovation:
  Inspires, generates, and implements creative ideas that improve processes, products, services, or organizational outcomes.

The Senior Digital Support Specialist provides exceptional service to members via multiple inbound and outbound channels (phone, email, and chat). This position sees the value in leveraging technology for both the internal and external member experience. The Senior Digital Support Specialist must have strong interpersonal skills with the ability to serve as second-level support to online channels, internal communication channels (email and service desk), and peers.

• Supports member-facing technology including but not limited to Internet Banking, Mobile Banking, Digital Account Opening, Digital Loan Applications, Bill Payment, and secure and unsecured chat interactions.
• Provides second level support via phone queues for various credit union departments, acting as a liaison between internal departments to solve cross-functional tasks that affect the member experience.
• Seeks to deepen member relationships by delivering solutions to service members' needs, offering additional credit union products, promotions, and services to members, and promoting digital channels.
• Provides exceptional member experience via secure and unsecured email and chat channels.
• Assists with online account enrollments, complex bill pay inquiries, and digital loan applications.
• Assists training Credit Union staff on available digital products and services, policies, procedures, and regulatory requirements.
• Researches and resolves problems independently or with minimal guidance.
• Meets/exceeds department service level agreement expectations and individual KPIs.
• Leads with a digital-first mindset, coaching staff to leverage technology, digital tools, and innovative solutions to meet member needs efficiently and effectively.
• Works closely with IT, member experience groups, and leadership on a broad variety of projects, serving as project subject matter expert and ensuring timelines are met.
• Contributes to a culture of teamwork, continuous improvement, and operational excellence.
• Works independently with strong initiative, resourcefulness, and sound judgment.
• Takes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgency.
• Demonstrates an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
• Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures.
• Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including BSA and OFAC, as they relate to the job functions.
• Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into daily workflow.
• Assumes responsibility for other duties as required or assigned.
• Maintains confidentiality, controls risk, and manages operations in accordance with TAPCO policies, procedures, and regulatory requirements.

• High School diploma or equivalent.
• 1-3 years’ experience at a financial institution.
• Proven experience in digital systems support, data analysis, or a related technical or operational role.
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs required. Expert knowledge of current technology, browsers, and devices.

• Strong analytical and problem-solving abilities.
• Excellent written and verbal…