Senior Digital Experience Specialist

Description

Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy:
People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities.

At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive.

When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities.

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.

• 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: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances.
• Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances.
• Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty.

• Drives Purpose and Vision: Painting 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 our organizational goals.

• Supports member facing technology including but not limited to:
  Internet Banking, Mobile Banking, Digital Account Opening, Digital Loan Applications, Bill Payment, and unsecure and secure chats 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 that affect the member experience.
• Seeks to deepen member relationships by delivering solutions to service members' needs by offering additional credit union products, promotions, and services to members and promoting digital channels.
• Provides exceptional member experience via secure and unsecure 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…