What are the responsibilities and job description for the Digital Banking Agent position at Essential Credit Union?
Position Purpose:
The Digital Banking Agent provides direct, high-quality service and technical support to members utilizing the credit union’s digital channels. Operating in a fast-paced environment, this role requires exceptional multitasking skills to manage incoming chat, email, and secure messaging inquiries simultaneously. The Agent assists members with online banking navigation, processes online account openings, and troubleshoots digital service products while maintaining high security and regulatory compliance standards.
Duties and Responsibilities
- Provide accurate and consistent member support for all Credit Union products and services through chat during set chat hours.
- Provide accurate and consistent member support for all correspondence from members via the online channel, including email and secure ticket support.
- Maintain focus, data accuracy, and a professional demeanor while rapidly switching between active chat windows, incoming emails, and system alerts.
- Proven ability to work productively in a high-volume, fast-paced environment subject to immediate shift demands, and frequent operational interruptions.
- Demonstrate a clear understanding of the online communication platform.
- Act as a subject matter expert for all products under the e-banking suite including Online Banking, Bill Pay, Remote Deposits, External Transfers, Zelle, Online Account Opening, Mobile Banking, and Chat Support.
- Provide accurate and consistent member support for all Credit Union products and services through chat during set chat hours.
- Recognize and consider the needs of the members to provide superior online experience and identify opportunities to strengthen members’ online relationship through additional product and service offerings.
- Ability to communicate with members on financial matters through multiple channels including internet, phone, email, chat, and secure messaging.
- Collaborate with other departments, especially Digital Services Department, to troubleshoot and answer questions for internal/external members related to Online Banking.
- Accurately document and route advanced technical issues or fraud concerns to the Digital Services Manager and/or vendors and provides a single point of contact until a resolution has been reached.
- Stay apprised of Online Banking system and product enhancements.
- Demonstrate general knowledge of all Essential’s products and services offered.
- Process new membership applications and deposit account opening via the online channel while accurately following procedures and verifying account settings.
- Strictly follow member authentication protocols to prevent identity theft and fraud across digital channels.
Major Accountabilities
- Collaborate within the Digital Services Department frequently to help improve efficiency, develop procedures, and maintain knowledge of new products, enhancements, and upgrades.
- Maintain an excellent understanding of all features and functionality in Online Banking.
- Excellent written communication skills, including proper grammar, spelling, and a professional tone suited for direct member chat and email.
- Accurately and consistently process new memberships and deposit account openings via the online channel.
- Successfully maintains service levels within the chat feature and email correspondence.
- Ensure positive member experiences via online channels.
- Successfully addresses member’s request via online communications in a timely manner while maintaining service levels.
Other duties may be assigned as necessary.
Job Specification
High School Diploma. Financial industry experience preferred.
Training Requirements
On the job training. Maintain knowledge of Microsoft Office Products, Core Processing Systems, Bank Secrecy Act and OFAC rules and regulations.
Physical Requirements:
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Other Requirements: