Connection Center Specialist

Vibe Credit Union•Novi, MI

49d

About The Position

As a Digital Services Specialist, you'll be the go-to expert for members across all digital channels-phone, email, chat, text, and video. You'll provide timely, accurate information, resolve issues, and make value-added referrals that enhance the member experience. Your tech-savvy skills and problem-solving mindset will help members navigate everything from account management to fraud prevention.

Requirements

Education: High school diploma or equivalent.
Skills: Strong communication, organizational ability, multitasking, and tech-savvy problem-solving.
Attitude: Professional, adaptable, and ready to work in a fast-paced environment.

Nice To Haves

Experience: Customer service experience preferred; call center and lending knowledge a plus.

Responsibilities

Connect & Communicate: Engage with members across multiple channels, clearly explaining the benefits of Vibe's products and services.
Solve Problems: Identify needs, research issues, and provide effective solutions or alternatives.
Support Accounts: Assist with transactions, loan inquiries, debit/credit card issues, and account adjustments.
Promote & Cross-Sell: Build relationships and recommend products that align with members' goals.
Onboard Members: Process new memberships and guide members through savings accounts, CDs, and lending products.
Protect Members: Serve as the first line of defense against fraud, monitoring accounts and implementing security protocols.
Tech Support: Help members troubleshoot issues with browsers, mobile apps, and online banking tools.
Drive Results: Actively participate in cross-selling programs and meet all established sales and service goals.
Ensure Compliance: Follow BSA, AML, CIP, and CDD regulations daily.
Lead Solutions: Act as an escalation point for complex issues and make sound decisions aligned with credit union policies.
Collaborate: Keep your manager informed and support marketing promotions by sharing new products and services.