Digital Member Service Specialist I (72009)

POSITION PURPOSE

As a key member of the Member Service Center team, the Digital Member Experience Specialist I is responsible for providing professional, efficient, and high-quality service through digital channels. This role focuses on supporting members with online account openings, sub-account openings, secure messages, and responding to member communications with accuracy and efficiency.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

SERVICE:

• Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Support, Educate, Respect, Value, Innovate, Communicate, Empower.  Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.

RESPONSIBILITIES:

• Assumes responsibility for the effective and professional completion of the member experience through our digital channels. 
• Contributes to organizational growth by welcoming new members and deepening member relationships.
• Addresses a wide variety of member inquiries related to accounts, products, and services, offering accurate information and solutions utilizing digital channels.
• Analyzes member needs and proactively recommend tailored financial solutions.
• Efficiently processes new account applications, ensuring compliance and accuracy.
• Acts as the first point of contact for new members, providing support through various communication channels.
• Provides members with information about JHFCU’s full range of products and services and educate members based on their financial needs.
• Researches and resolves complex member issues, including making sound business exceptions and decisions to escalate issues to management.
• Collaborates with other departments to investigate and resolve member problems quickly and satisfactorily.
• Responds to secure messages, ensuring timely, accurate, and professional communication.

OTHER DUTIES:

• Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act
• Responsible for any additional duties and/or responsibilities as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/certification and experience

• High school Diploma or GED
• 4 years’ experience in a call center environment, preferably in a credit union or bank with a focus on eServices.
• Equivalent combination of education and experience may be considered.
• Bilingual Spanish preferred 
• Strong communication and problem-solving skills.
• Proficiency in online banking systems and virtual service platforms.

This position is eligible for a hybrid work schedule.  The ability to work in a hybrid work arrangement is based on work performance and the ability to create and maintain engaging work relationships. 

Salary : $22 - $28