Digital Engagement Specialist Job Tucson area,Arizona USA,Customer Service/HelpDesk

Position: Digital Engagement Specialist I

Description

JOB TITLE: Digital Engagement Specialist

REPORTS TO: Digital Engagement Manager

SUPERVISES: None

EXEMPTION STATUS: Non-exempt

PRIMARY FUNCTION:

Provide exceptional member experiences, via electronical service delivery channels, by using a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit.

Starting Hourly Rate: $21.00

Essential Functions

Ensure exceptional member service through a variety of electronic service delivery channels, such as: inbound and outbound calls, chats, texts and e-mails.

Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs.

Respond to member inquiries regarding credit union products/services/programs, process member transactions, support online banking products, provide loan application status updates and transfer calls to appropriate departments.

Provide support to front line during the troubleshooting of digital products and services.

Follow credit union Member Privacy Policy and member identification procedures.

Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Maintain member and TFCU privacy and confidentiality.

Other Duties / Responsibilities

Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided.

Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times.

Gain and retain a high-level knowledge of all TFCU policies and procedures.

Adhere to TFCU’s attendance and punctuality policy.

Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.

Engage in behavior that aligns with the credit union’s cultural beliefs.

Knowledge, Skills & Abilities

Education: High school diploma or its equivalent required.

Experience: Five (5) years’ work experience required, preferably in customer service and/or call center capacity.

Level

Minimum Years of Work-Related Experience

Education/Training/Functions

Beginning level of training with MS Office. Basic general computer skills (ie: using email, navigate the internet, search functions). Assists members using Chat/Text/Email channels. Complete department administrative tasks. Complete BVS courses (number and scope TBD by Member Experience Senior Leadership). (Complete within 180 days of employment for external, prior to level 2 for internal)

In addition to Level 1 Education/Training/Functions:
Intermediate computer skills (ie: tables and graphics). Provides support to peers including answering questions and remote de-escalation of member calls. Complete BVS courses (number and scope TBD by Member Experience Senior Leadership). (Complete within 180 days of employment for external, prior to level 2 for internal)

In addition to Level 2 Education/Training/Functions:
Advanced computer skills (ie. troubleshooting and technology), serves as a contact for escalated member calls, handles advanced Digital Engagement Specialist functions (ie. team support/provide feedback, in-depth research/account maintenance, and support onboarding of new employees). Back-up to supervisor duties (ie. queue and quality monitoring, branch security procedures). Complete BVS courses (number and scope TBD by Member Experience Senior Leadership).

Trainer

Advanced level of training with MS Office. Advanced computer skills training (ie: troubleshooting and technology). Ability to deliver training and feedback via technology and in person. At least 2 years’ experience in Digital Engagement Specialist position preferred.

Qualifications

A working knowledge of credit union operations, policies and procedures.

A familiarity with credit union products and services.

Ability to operate computer keyboard to input data at an advanced level.

Ability to use Microsoft Office Suite and Internet browsing proficiently.

Ability to read and interpret computer screen and printout.

Ability to perform intermediate mathematical calculations.

Hours

Required:

Monday through Saturday, as scheduled.

Physical Demands: The Physical…