Digital Services Specialist

Digital Services Specialist

We are looking for a highly motivated individual interested in joining one of the most innovative Maine-based financial institutions. You will have the opportunity to empower members to better manage their personal finances through digital means and be part of the Digital Services team focused on building relationships and delivering first-class service.

As a proud not for profit financial cooperative, Town & Country supports many charitable causes important to our members and the communities we serve. Habitat for Humanity, the Maine Cancer Foundation, Eastern Trail Alliance are just a few organizations we not only support financially but with our time. Employees enjoy the opportunity to connect with these and many other organizations through meaningful community projects.

Town & Country FCU offers a robust Digital Banking solution with some of the most innovative features in the market that results in one of the highest App ratings. Our Digital Services team consists of highly skilled staff who play a critical role in promoting our Digital Banking solutions. By accessing multiple systems and programs, the Digital Banking Specialist meets our member’s needs, resolves issues, and educates members regarding products and services, and connects them to the resources they need. Providing this level of service conveniently through digital channels as well as over the phone is an example of the first-class service Town & Country FCU is known for.

Function and Responsibilities

This role assists with the Credit Union’s Digital Services and is accountable for helping to achieve the Credit Union’s growth plans in Digital Banking. This includes Mobile Banking, Online Banking, Bill Payment Services, Online Account Opening, Electronic Member Communications, and Electronic Payments. Duties include:

• Explain services to members in the use of mobile and online banking products and services; resolving problems that are within your authority to resolve; referring problems that are beyond your authority to the supervisor, along with recommendations.
• Provide digital services support to all department areas and collaborate to resolve member issues.
• Review and decision pending digital product registrations/enrollments and online account openings per credit union guidelines. Complete open requirements for new online accounts.
• Monitor operations for service quality ensuring digital products are delivered within established quality standards.
• Complete bill payment collection report and service requests following department procedures.
• Monitor digital products and services for security concerns and remain in compliance with established policies, regulations, and laws.
• Maintains, confirms, and updates member contact and account information accurately on computer system.
• Monitor industry trends regarding digital services including product design, delivery methods and new technology and offer recommendations.

Education & Experience

Three to five years' experience preferred. (1) Two-year College degree, or (2) completion of specialized certification, or (3) specialized training courses conducted by vendors, (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Good listening and telephone skills, sales and relationship building experience, and the ability to work well within a team are essential.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. If an employee requires a reasonable accommodation based on a disability, he or she must notify his or her direct supervisor or human resources.

• Enters and locates information on computer.
• Presents information to individuals and/or small or large groups.
• Communicates effectively in person or by using electronic equipment and devices.
• Creates documents, reports, etc., using a computer, pen, pencil or other means of recording information.
• Grasps and manipulates objects of different size and weight, requiring fine motor skills and hand-eye coordination.
• Visually locates and identifies information, often in small print.
• Reads information, often in small print.
• Sits at desk for extended periods of time.
• Repetitive motion with hands and arms while using computer.
• Lift up to 25 lbs.

Location

Town & Country FCU Operations Center, Scarborough Maine.

Benefits
Medical (HSA), dental, vision, disability insurance, life insurance, Maine Paid Family Medical Leave, Employee Assistance Program, 401k employer match, profit sharing, bonus earning plan, generous paid vacation and paid holidays, paid volunteer days, tuition reimbursement, free corporate logo wear, credit union product discounts, and lots of perks!