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The Role Provides digital-channel support to members and staff by troubleshooting issues, documenting and escalating defects, monitoring resolutions, and communicating updates. Participates in user acceptance testing, supports new digital feature implementations, translates technical concepts into clear guidance, gathers user feedback, and recommends improvements. Maintains service metrics, promotes digital product adoption, supports sales initiatives, and follows Bank Secrecy Act requirements. Summary Generated by Built In Company Description Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here. Job Description The Digital Support Representative Jr will deliver exceptional service to members and internal staff relative to Ent's digital channels. The Jr representative must provide accurate and timely support for member and staff inquiries. They assist in troubleshooting reported issues, capturing steps to reproduce, providing a quantifiable impact, reporting detailed defects to the development team for prompt resolution, monitoring the status of the request, and keeping staff and membership apprised of the progress. To improve defect escape rates, the Digital Support Representative Jr will participate in ongoing user acceptance testing prior to product releases. They will assist with supporting the initial implementation of new digital features while providing ongoing resource support for staff and membership using existing digital products and services. The Digital Support Representative Jr is committed to increasing the usage of digital products and being the point of resolution for inquires received through their queue. They gather member feedback to make recommendations to improve member experience and efficiencies.

Essential Functions Digital Support:

Meeting and maintaining service metrics to include: Service Level Agreements (SLA) Call Abandonment Average Wait Time (AWT) Average Handle Time (AHT) Quality Assurance Managing Call Volume Translate technical concepts into clear instructions for staff, imparting understanding, and confidence in digital products. Refer sales and service initiatives through electronic channels to membership and staff. Increase channel usage and credit union sales opportunities. Increase staff knowledge of digital products and services.

User Acceptance Testing and Defect Triage/Monitoring:

Participate in user acceptance review prior to product launch. Support the implementation of new features, enhancements, and eliminations through direct support of members and employees' escalated service issues. Efficiently report, monitor, and communicate resolutions to staff and membership regarding digital issues. Report defects to development teams in a timely manner to reduce member friction and enhance member experience. Represent voice of the member/staff in real-world application of digital channels: Provide feedback on feature enhancements that will improve staff and member engagement with digital channels. Represent voice of the member/staff in real-world application of digital channels.

Product Support:

Support projects within Ent's strategic plans as related to digital products and services. Help maintain relevant, efficient product offerings.

Bank Secrecy Act:

Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act. Qualifications Minimum Formal Qualifications for this

Position:

High School Diploma/G.E.D. or equivalent, required 1+ years' experience in the financial service industry or customer service ( required ) to include: 6+ months years' electronic product support experience, preferred

Technical or Specialized Knowledge/Skills:

Knowledge relevant to the financial industry. Knowledge of digital channels with the ability to troubleshoot and document issues to sufficiently report defects to the development team for prompt resolution. Strong written and verbal communication skills. Excellent organizational skills to efficiently monitor issues and report resolutions to staff and membership. Excellent conflict management and resolution skills with the ability to de-escalate member concerns professionally. Ability to translate technical concepts into clear instructions for frontline staff, imparting understanding, and confidence to those who are otherwise laymen. Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking. (preferred) Knowledge of Azure. (preferred) Proficiency with Symitar, Bill Pay Administration, Online Banking and Online Banking Administration, CRM, Vertifi. Additional Information

PAY RANGE

$20 to $23 per Hour (S11) plus a 7% annual target bonus Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

BENEFITS

Generous 401(k) match 401k Discretionary Profit Sharing Health Insurance Dental Insurance Vision Insurance Life Insurance Short Term and Long Term Disability Health Savings Account with company contribution Employee Assistance Program Paid Vacation, Sick, Floating Holidays and Volunteer Time Off Paid Holidays Tuition Reimbursement Paid Parental Leave We anticipate this position to close on 10/21/2026. Please submit your application at your earliest convenience to be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Read Full Description Skills Required High school diploma, G.E.D., or equivalent At least 1 year of financial services or customer service experience At least 6 months of electronic product support experience Knowledge relevant to the financial industry Knowledge of digital channels and ability to troubleshoot and document issues for defect reporting Strong written and verbal communication skills Excellent organizational skills for monitoring issues and reporting resolutions Conflict management and resolution skills, including professional de-escalation Ability to translate technical concepts into clear instructions for nontechnical staff Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking Knowledge of Azure Proficiency with Symitar, Bill Pay Administration, Online Banking, Online Banking Administration, CRM, or Vertifi Wings Credit Union Compensation & Benefits Highlights The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Wings Credit Union and has not been reviewed or approved by Wings Credit Union. About This Summary Retirement Support — Retirement funding is notably generous, with a dollar‑for‑dollar 401(k) match up to 6% plus an additional 4% non‑elective employer contribution. This structure can elevate total rewards beyond base pay. Healthcare Strength — Medical coverage offers two Anthem plan options with 100% covered in‑network preventive care, $0 telemedicine, and employer HSA seeding for HDHP enrollees. Dental and vision coverage are included, and fertility support is available via Kindbody. Leave & Time Off Breadth — Paid time off is substantial, starting around 16 days and growing to about 28 days with tenure, plus four floating holidays. Employees also receive state‑compliant sick/safe time and 32 hours per year of Volunteer Time Off. Learn more about Wings Credit Union's Compensation & Benefits → Wings Credit Union Insights What's It Like to Work at Wings Credit Union? Wings Credit Union Culture & Values Wings Credit Union Career Growth & Development What's the Work-Life Balance Like at Wings Credit Union? Wings Credit Union Leadership & Management Wings Credit Union Company Growth, Stability & Outlook View all jobs at Wings Credit Union View Wings Credit Union Profile Report Job