Digital Engagement Specialist I

JOB TITLE

Digital Engagement Specialist

REPORTS TO

Digital Engagement Manager

SUPERVISES

None

EXEMPTION STATUS

Non-exempt

PRIMARY FUNCTION

Provide exceptional member experiences, via electronical service delivery channels, by using a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit.

ESSENTIAL FUNCTIONS

1. Ensure exceptional member service through a variety of electronic service delivery channels, such as: inbound and outbound calls, chats, texts and e-mails. 2. Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs. 3. Respond to member inquiries regarding credit union products/services/programs, process member transactions, support online banking products, provide loan application status updates and transfer calls to appropriate departments. 4. Provide support to front line during the troubleshooting of digital products and services. 5. Follow credit union Member Privacy Policy and member identification procedures. 6. Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Maintain member and TFCU privacy and confidentiality.

OTHER DUTIES/ RESPONSIBILITES

1. Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided. 2. Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times. 3. Gain and retain a high-level knowledge of all TFCU policies and procedures. 4. Adhere to TFCU's attendance and punctuality policy. 5. Maintain a professional businesslike appearance in accordance with TFCU's dress code policy. 6. Engage in behavior that aligns with the credit union's cultural beliefs.

KNOWLEDGE, SKILLS AND ABILITIES

Education:

High school diploma or its equivalent required.

Experience:

Five (5) years' work experience required, preferably in customer service and/or call center capacity.

Minimum Years of Customer Service-related Experience:

5 Beginning level of training with MS Office. Basic general computer skills (ie: using email, navigate the internet, search functions). Assists members using Chat/Text/Email channels. Complete department administrative tasks. Complete BVS courses (number and scope TBD by Member Experience Senior Leadership). (Complete within 180 days of employment for external, prior to level 2 for internal)

Minimum Years of Customer Service-related Experience:

5 In addition to Level 1

Education/Training/Functions:

Intermediate computer skills (ie: tables and graphics). Provides support to peers including answering questions and remote de-escalation of member calls. Complete BVS courses (number and scope TBD by Member Experience Senior Leadership). (Complete within 180 days of employment for external, prior to level 2 for internal)

Minimum Years of Customer Service-related Experience:

7 In addition to Level 2

Education/Training/Functions:

Advanced computer skills training (ie: troubleshooting and technology). Serves as contact for escalated member calls, handles advanced supervisory functions (ie: queue and quality monitoring, scheduling and branch security procedures). Provides leadership and coaching. At least 1 year experience in a leadership capacity or identified as candidate for Prospective Leader Program. Complete BVS courses (number and scope to TBD by Member Experience Senior Leadership).

Minimum Years of Customer Service-related Experience:

7 Advanced level of training with MS Office. Advanced computer skills training (ie: troubleshooting and technology). Ability to deliver training and feedback via technology and in person. At least 2 years experience in Digital Engagement Specialist position preferred.

Qualifications:

1. A working knowledge of credit union operations, policies and procedures. 2. A familiarity with credit union products and services. 3. Ability to operate computer keyboard to input data at an advanced level. 4. Ability to use Microsoft Office Suite and Internet browsing proficiently. 5. Ability to read and interpret computer screen and printout. 6. Ability to perform intermediate mathematical calculations.

Hours Required:

Monday through Saturday, as scheduled.

Physical Demands:

The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation. 1.

Sit, Stand, Walk and Bend:

While performing the duties of this job, this position requires extended times of sitting, up to eight hours, and may need to walk about inside the building. Bending is also sometimes required to reach low cabinets and drawers. 2.

Use of Hands/Fingers:

To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms. 3.

Speech/Hearing:

This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.