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.

ESSENTIAL FUNCTIONS:

1. Ensure exceptional member service through a variety of electronic service delivery channels, such as: inbound and outbound calls, chats, texts and e-mails.
2. Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs.
3. 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.
4. Provide support to front line during the troubleshooting of digital products and services.
5. Follow credit union Member Privacy Policy and member identification procedures.
6. 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/ RESPONSIBILITES:

1. Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided.
2. Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times.
3. Gain and retain a high-level knowledge of all TFCU policies and procedures.
4. Adhere to TFCU’s attendance and punctuality policy.
5. Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
6. Engage in behavior that aligns with the credit union’s cultural beliefs.

KNOWLEDGE, SKILLS AND 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.

Qualifications:

1. A working knowledge of credit union operations, policies and procedures.
2. A familiarity with credit union products and services.
3. Ability to operate computer keyboard to input data at an advanced level.
4. Ability to use Microsoft Office Suite and Internet browsing proficiently.
5. Ability to read and interpret computer screen and printout.
6. Ability to perform intermediate mathematical calculations.

Hours Required: Monday through Saturday, as scheduled.

Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.

1. Sit, Stand, Walk and Bend: While performing the duties of this job, this position requires extended times of sitting, up to eight hours, and may need to walk about inside the building. Bending is also sometimes required to reach low cabinets and drawers.
2. Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms.
3. Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.