ABOUT:

People helping people. That's what a credit union, and in particular Navigant Credit Union, is all about. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.

Now at more than $3 billion in assets, Navigant Credit Union is among the largest credit unions in Rhode Island, yet still maintain our community-driven values.

Those values-and our belief in putting people first-are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News.

Our Core Values consist of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and/or traits that we consider a high priority for Navigant Credit Union employees.

Our company prides itself on demonstrating community-based values and investing in our workforce, while exceeding member expectations. We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including a rich medical and dental plan, vision benefits, a robust 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and opportunities to give back to the community.

If you believe you'd be a great fit, and are interested in joining our team, check out our open positions and apply today!

ABOUT THE ROLE

The Digital Banking Specialist is responsible for providing operational and technical customer service support to the Credit Union's current and potential digital banking members as well as internal staff. This position offers support to consumer and business clients to resolve routine and/or difficult member issues and inquires via the phone and/or email.

WHAT YOU WILL DO: (in descending order of importance)

1. Delivers exceptional customer service to members and colleagues, in alignment with the Credit Union's core values and mission statement. Shares knowledge with peers and assists them with decision-making regarding member accounts and business banking services.
2. Serves as the primary contact providing operational and troubleshooting support for members and Credit Union staff related to Consumer and Business Banking products and services.
3. Specializes in Desktop and Mobile Online Banking and ancillary product support by utilizing tact and experienced-based knowledge to respond and resolve internal and external member issues while representing the Credit Union in a professional manner.
4. Provides daily support of onboarding new members, provides maintenance support for Cash Management services and processes daily monetary files (Wires and ACH).
5. Escalates more complex member issues to Sr, Digital Banking Specialists or Digital Banking Managers to ensure proper service outcomes.
6. Reports issues and requests research from third-party vendors, as well as communicates reported issues to Digital Banking Management team to end users and to our internal admin support staff.
7. Assists and collaborates with the Learning & Development Department, colleagues & members to promote digital banking awareness, functionality, and best practices.
8. Makes recommendations to enhance the customer experience and/or streamline operations for future consideration & support department strategic initiatives.
9. Performs other operational duties as assigned by the Digital Banking Management Team.

QUALIFICATIONS:

Education

High school diploma or equivalent (GED) education required. AA degree preferred.

Experience/Skills/Knowledge:

1. Prior experience working in a financial institution, especially in a digital banking experience preferred.
2. In depth knowledge of current online banking systems and DNA core functionality required.
3. Strong time management skills and ability to multi-task accordingly required.
4. Excellent oral, written, electronic, telephone and interpersonal communication skills required.
5. Excellent, problem-solving and organizational skills required.
6. Ability to work independently and as part of a team required.
7. Must possess a strong customer service orientation in alignment with the credit union's mission and core values.
8. PC proficient, including Microsoft Office (Word, Excel, Outlook) and the Internet.
9. Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: fax, copier, telephone, etc. Ability to lift a minimum of 25lbs. e.g. file boxes.

GENERAL DESCRIPTION:

In terms of physical requirements, this position requires work best described as: Sedentary

PHYSICAL TASKS:

• Standing/Walking/Bending/Stooping - Occasionally
• Sitting- Continuous
• Hearing - Ability to receive information through oral communication (face to face and telephone). - Continuous
• Talking - Expressing or exchanging ideas by means of the spoken word (face to face and telephone). - Continuous
• Reading - Ability to receive information through fax, e-mail. And text messages - Continuous

AUDIO / VISUAL:

• Requires vision to perform work dealing with data and figures and computer screens. -Continuous

PSYCHOLOGICAL/MENTAL DEMANDS:

• Responds positively and productively to stressful internal (employee)/situations. - Continuous
• Assists others to work harmoniously and effectively as part of a work team. - Continuous