Digital Account Specialist

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Member Contact Center, Jackson, MI, US

9 days ago Requisition

We are looking for an Digital Account Specialist!

Below are more details before you decide to apply:

• Location: onsite in Jackson, MI in a Call Center Environment
• Position:
  Digital Account Specialist
• Hourly: $21.13/hour (Competitive)
• Benefits start on day one:
  Health, Dental, Vision, Time Off
• All offers of employment are contingent upon background screens

The Digital Account Specialist is responsible for delivering excellent member experience through responding to member needs via electronic delivery channels. The Digital Account Specialist must be equipped to respond to general member questions, account inquiries, loan questions, and member concerns. This position requires excellent communication skills to effectively engage and recognize the member’s needs and ensure that they are offered products and services that will assist the member with reaching financial wellness.

The Digital Account Specialist works collaboratively with their team to assure that the member experience is superior, and goals are achieved.

• Engaged Communication: Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
• GREAT Service Standards: Commitment to offering superior member experience while following all the GREAT service standards.
• Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
• Scorecard Accountability: Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals.
• Attention to Detail and Confidentiality: Ensure that all member activity is done accurately. Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
• Core Process, Policy and Procedure Review and Recommendations: Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements.
• Community Advocate: Serves as a representative of the credit union while in the community.
• Department and District Support: Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch. Willingness to mentor and support other team members.
• People Focused and Strong Communication: Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Committed to executing individual scorecard goals as well as achieving branch goals.
• Focused, Accuracy, Attention to Detail: Thoroughness and accuracy in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Trustworthy, Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Follows all core process, policies, and procedures.
• Engaged and Collaborative: The employee will work with others to achieve common organizational goals in a spirit of honoring diversity and mutual respect.…