Digital Branch Representative (Full Time)

About the Role:

The Digital Branch Representative plays a pivotal role in delivering exceptional member service through digital channels, acting as the primary point of contact for members seeking assistance with their banking needs. This position focuses on providing personalized support, resolving inquiries, and facilitating transactions efficiently while maintaining compliance with financial regulations. The representative will leverage digital tools and platforms to enhance the member experience, ensuring seamless interactions that build trust and loyalty. Collaboration with internal teams is essential to address complex issues and contribute to continuous improvement of digital services. Ultimately, this role aims to bridge the gap between traditional banking and digital innovation, driving member satisfaction and operational excellence.

Minimum Qualifications:

• High school diploma or equivalent.
• Minimum of 1  year of experience in customer service within the financial services industry is preferred.
• Proficiency with digital communication tools and basic computer applications.
• Strong understanding of banking products and regulatory compliance standards.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• Experience working in a digital or remote customer service environment.
• Familiarity with CRM software and online banking platforms.
• Knowledge of financial technology trends and digital security best practices.
• Bilingual abilities or multilingual skills to support diverse customer populations preferred but not required.

Responsibilities:

• Respond promptly and professionally to member inquiries via chat, email, and video calls, providing accurate information and solutions.
• Assist members with account management tasks such as opening new accounts, processing transactions, and troubleshooting digital banking issues.
• Educate members on the use of digital banking platforms and promote available online products and services.
• Identify and escalate complex issues to specialized teams while ensuring timely follow-up and resolution.
• Maintain up-to-date knowledge of credit union products, policies, and regulatory requirements to ensure compliance and security.
• Document member interactions thoroughly and accurately in the customer relationship management system.
• Collaborate with cross-functional teams to provide feedback on member needs and contribute to the enhancement of digital tools.

Skills:

The Digital Branch Representative utilizes strong communication skills daily to clearly and empathetically address member needs across multiple digital channels. Technical proficiency enables the representative to navigate and troubleshoot digital banking platforms efficiently, ensuring smooth member interactions. Problem-solving skills are essential for identifying issues quickly and providing effective solutions or escalating when necessary. Attention to detail is critical for maintaining accurate records and ensuring compliance with banking regulations. Additionally, collaboration and adaptability skills support working with various teams and adjusting to evolving digital tools and customer expectations.

Position location:  Marine Federal Credit Union- Digital Branch 4180 Western Blvd Jacksonville, NC 28546  

This position is not a remote opportunity.