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.
  
  

Qualifications

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.