Member Relations Digital Specialist

Position Summary

The Member Relations Digital Specialist provides advanced, high-quality service to members and prospective members through phone and digital service channels, including online banking message center, chat, and social messaging platforms.

This position serves as a subject matter resource for digital banking services, online account opening, and complex electronic servicing needs. The Member Relations Digital Specialist supports members in achieving their financial goals by delivering accurate information, resolving complex issues, and providing needs-based product and service recommendations. All duties are performed in compliance with TTCU policies, regulatory requirements, and the TTCU Mission, Vision, and Core Values.

Supervises:
None

• Serve as a primary resource for members, non-members, and credit union staff through phone and digital channels, including online banking message center, chat, and social messaging platforms.
• Provide timely, accurate, and professional responses while maintaining service level expectations and quality standards across all digital channels.
• Identify, assess, and respond to member needs to achieve high levels of satisfaction and first-contact resolution.
• Build strong member relationships through clear, engaging, and professional written communication.
• Accurately document all member interactions, actions taken, and outcomes within designated systems.
• Perform a variety of account maintenance and servicing.
• Manage complex servicing tasks with independence, accuracy, and quality, including account maintenance, card support, loan and credit inquiries, and document assistance.

• Provide advanced support and troubleshooting for online and mobile banking services, including navigation, access issues, feature usage, and system-related concerns.
• Serve as an escalation resource for complex digital banking issues for both internal staff and external members.
• Troubleshoot and de-escalate account and digital service issues by accessing multiple systems and references to determine effective solutions.
• Partners with internal teams as needed to resolve system issues and ensure timely follow-up and resolution.

• Review online deposit account applications and make decisions on applications that require manual review.
• Ensure all required new account documentation is obtained securely, reviewed accurately, and complies with TTCU policies, procedures, and regulatory requirements.
• Communicate application decisions clearly and professionally with members through approved digital channels.
• Conduct outbound welcome calls to new account holders to confirm account setup, answer questions, cross sell additional products, and promote digital banking adoption.
• Provide education and guidance on online and mobile banking tools to enhance the member's onboarding experience.
• Contribute to production and growth objectives by remaining knowledgeable of current products, services, and promotions.
• Utilize TTCU systems to identify member needs and recommend appropriate products or services aligned with those needs.

• Support Member Relations Center service objectives by consistently adhering to assigned schedules and attendance requirements.
• Meet or exceed established Quality Assurance (QA) standards related to interaction quality, member experience, documentation accuracy, and procedural compliance.
• Deliver consistent, high-quality member experiences by adhering to call flow guidelines, communication standards, and service expectations.
• Process interactions efficiently by correctly navigating systems and meeting established call handling and productivity metrics.
• Incorporate QA feedback and coaching to continuously improve performance, professionalism, accuracy, and member engagement.
• Maintain attention to detail to minimize errors, reduce rework, and support quality and first contact resolution outcomes.

• Perform all duties in compliance with TTCU policies, procedures, and applicable regulatory requirements, including Bank Secrecy Act (BSA) and Anti Money Laundering (AML) awareness.
• Identify and appropriately elevate potential fraud, suspicious activity, or compliance concerns following established guidelines.
• Maintain confidentiality of member and organizational information and exercise discretion in all…