Digital Support Representative

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by assisting our Digital members who would rather utilize a digital channel(s) instead of the conventional branch transaction. This position is the troubleshooting and response side of Digital Support. Being available for quick communication with members and employees. This includes but is not limited to: Digital banking troubleshooting assistance and set up, member assistance via phone, chat, or secure message within Digital Banking and various miscellaneous functions. This position actively promotes the member advocacy philosophy, as well as placing an emphasis on enthusiastic quality service while concentrating on building member relationships.   

Essential Responsibilities 

• Responsible for taking the member calls looking for assistance, that would include Digital Support call queue and or any individual employee questions directed to them.
• Using and organizing ticketing system for Digital banking, Bill Pay and Zelle troubleshooting and Business building. Referring to all requests made from employees or members. This may include, but not limited to, building new agreements, setting up new businesses, login issues and or statement issues. 
• Responsible for assisting members who send in a Secure Message from Digital Banking and/or any chat options implemented within our Digital Banking app or website. 
• Assists members with basic account and transaction questions for existing deposit account maintenance requests by phone or chat. This may include, but is not limited to, answering member questions, filling out and sending member documents, and speaking with members on the products and services offered by the Credit Union.
• Educates members about electronic options and other products Capital Credit Union has to offer.  Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs, including but not limited to all types of consumer loans, share certificates, digital banking, debit cards, and direct deposit. 
• Concentrates on serving the members digital needs and building relationships, using a member advocacy approach.
• Maintains effective working knowledge, including the technical aspects, of the Credit Union’s products and services.  
• Maintains an advanced knowledge of the Digital banking system to work as the support team for members and employees within the organization.
• Maintains a strong understanding of the general functions of Credit Union departments and workflows in order to achieve first-call resolution whenever possible.

Necessary Experience and Qualifications

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Ability to operate an on-line computer terminal (including a good working knowledge of Microsoft Office software such as Word and Excel, the core computer system, DocuSign & E-Mail), and adding machine as normally acquired through a basic course or one to three months of on-the-job experience.
• Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience.
• Ability to concentrate on and pay close attention to detail for over 75% of work time. Must be able to closely examine documentation. Requires a high degree of accuracy. 
• Analytical ability necessary to research and resolve member problems and determine the appropriate course of action. 
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations. Requires strong communication/listening skills to deal diplomatically and effectively with sensitive situations. Demonstrates strong motivation and sales skills. 
• Ability to exercise a high degree of independent judgment when addressing member concerns. Must be supportive of the overall business objectives.
• Ability to stay in one place or work in a confined area for extended periods of time and to move about for up to ten percent of work time in order to distribute correspondence.  

Work Environment and Physical Requirements

• Available to work a shift as early as 7:30am or as late as 6:00pm
• Frequent use of telephone, computer, webcam and other office machines
• Prolonged sitting or standing
• Frequent mental and visual concentration

NOTE: This job has the potential to work from home, contingent upon supervisor approval.  Approval will be based on the Work From Home Policy eligibility requirements as well as the department needs.

The above statements are intended to describe the general nature and level of the work being performed in this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.