Senior Digital Experience Specialist

Overview

Join a Legacy of People Helping People

Position

Purpose:

The Senior Digital Support Specialist provides exceptional service to members via multiple inbound and outbound channels (phone, email, and chat). This position leverages technology to enhance both the internal and external member experience. The Senior Digital Support Specialist serves as second-level support to online channels, internal communication channels (email and service desk), and peers, with strong interpersonal skills.

Embraces and lives TAPCO's Values.

• We are People-Centric
• We are Curious
• We are Inclusive
• We are Collaborative
• We are a Trusted Partner

Member Focus:
Build strong relationships inside and outside the organization while delivering member-centric solutions.

Instills Trust:
Build trust by making good and timely decisions while consistently achieving results, even under challenging circumstances.

Drives Results:
Make good and timely decisions while consistently achieving results, even under challenging circumstances.

Cultivates Innovation:
Create new and better ways for the organization to be successful even during times of uncertainty.

Drives Purpose and Vision:
Paint a compelling picture of the vision and strategy for TAPCO through the development and motivation of their team.

Plans and Aligns:
Planning, prioritizing, providing direction and removing obstacles to keep TAPCO moving forward and meeting organizational goals.

• Supports member facing technology including 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; acts as a liaison between internal departments to solve cross-functional tasks affecting the member experience.
• Seeks to deepen member relationships by delivering solutions to members' needs by offering additional credit union products, promotions, and services 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.
• Assist with 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.
• Contribute to a culture of teamwork, continuous improvement, and operational excellence.
• Work 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 up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
• Contribute to a culture of teamwork, continuous improvement, and operational excellence.
• 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 understanding of and adheres to the requirements of all federal, state, and local laws, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC), as it relates to 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.

Minimum Qualifications:

• High School diploma, or equivalent.
• 1-3 years’ experience at a financial…