Digital Member Service Representative

JOB REQUIREMENTS

Digital Member Service Representative is primarily responsible for delivering consistent and seamless member service through incoming calls, chats, emails and all other digital channels of communication. The Digital Member Service Representative performs a wide variety of duties related to all phases of products, services and policies as embodied by Westby Co-op Credit Union in accordance with procedures.

• Answer member questions and complete non‑monetary transactions.
• Provide answers with one‑call resolution, and forward calls as needed to a subject‑matter expert.
• Provide each member a helpful, respectful, friendly and professional member service experience.
• Build strong member relationships.
• Acquire extensive knowledge of the phone system and office equipment used to facilitate all aspects of the position.
• Identify members properly, handle passwords and PINs, and maintain confidentiality.
• Maintain a neat work area, ensuring confidential information is not compromised.
• Manage all aspects of digital channels of communication, including online banking and chat product.
• Provide online resets, unlocks and temporary passwords.
• Support automated phone banking, including unlocks and reset of PINs.
• Deliver solutions and troubleshoot a variety of member issues calmly and empathetically.
• Respond to member inquiries through email with a professional appearance.
• Educate members on products and services offered, associated fees and policies.
• Evaluate member needs to promote relevant products and services.
• Educate on safe engagement in digital channels.
• Enter information into the core system and programs for transactions, cash advances, request forms, stop payments, statements, corporate checks, member updates, check and card orders and other related transactions.
• Add additional share accounts to existing membership accounts.
• Assist with preparation of wire requests from members.
• Work closely with other departments to provide smooth resolution to member inquiries.
• Maintain accountability and good communication within your team.
• Perform other job‑related duties and services as manager sees appropriate.
• Adhere to policies and procedures.
• Alert to possible fraud or scams posing a risk to member accounts.
• Complete required annual education.

Reports directly to the Digital Branch Manager. Will have regular contact with members and employees of the Member Service Department.

Must maintain the integrity of confidential business information and follow all guidelines on confidentiality. Provide outstanding services to co‑workers & members. Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities. Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed. Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.

Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team‑oriented working relationship with staff and outside vendors. Enhance job growth through continuing education, as required or necessary.

• Previous financial and cash handling experience.
• Desired:
  Financial post‑secondary education preferred.

• Ability to perform basic mathematical calculations accurately.
• Ability to manage personal workflow, process transactions and meet deadlines by being organized, detailed and task‑oriented.
• Ability to work with a wide range of personalities in a courteous, effective and efficient manner.
• Knowledge and ability to apply current financial service industry standards, laws, and regulations.
• Ability to present ideas, report facts and other information clearly and concisely.
• Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.

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