Contact Center Digital Member Support Specialist

Truliant Federal Credit Union•Winston-Salem, NC

1d•Onsite

About The Position

The Contact Center Digital Member Support Specialist position is responsible for serving member-owners and staff accurately and efficiently through multiple delivery channels (including chat, email and phone) regarding Credit Union products and services on our website and digital app. The Digital Member Support Specialist performs all functions in a manner which aligns with the Credit Union's mission of enhancing our member-owners’ financial lives and becoming their preferred financial partner.

Requirements

Must have a demonstrated knowledge of Credit Union products and services, including certificates of deposits, loan maintenance, and online banking platforms.
Must have strong verbal and written communication skills, with the ability to convey information clearly, professionally, and efficiently in English.
Must be proficient in grammar, data entry, and typing, with a strong emphasis on accuracy and attention to detail.
Must have the ability to analyze complex problems and use independent judgment, discretion, and take initiative in absence of specific directions from management
Must be a collaborative team player with the ability to effectively source information and solutions from various departments across the organization
Must meet follow-up timeframe expectations with members and employees
Must have knowledge of deposit products, services, and delivery systems
Must have an understanding of Credit Union operations, financial products, services, and delivery systems
Must have basic arithmetic skills
Must be proficient in basic to intermediate computer skills, including web browsing and foundational knowledge of Microsoft Excel, Word, and Outlook.
Must have intermediate navigation skills with both Android and iPhone Mobile devices, along with Mac and Windows operating systems.
Must be able to perform effectively in a fast-paced, goal-driven environment while maintaining accuracy and professionalism under pressure.
Must have the ability to understand all business processes within the credit union
Must be highly organized and detail-oriented, with the ability to manage multiple tasks and priorities simultaneously.
Must be able to work in a general office environment
Must be flexible and able to shift resources and priorities as required
Must be committed to delivering exceptional service and support to Truliant Federal Credit Union members.

Nice To Haves

Previous contact center experience preferred
Previous experience in the financial industry preferred
Previous experience troubleshooting the use of a financial website or mobile app preferred

Responsibilities

Responds to member inquiries, resolves concerns, and provides effective problem resolution across multiple communication channels, including telephone and online platforms.
Performs financial and file maintenance transactions required to make corrections for service member accounts.
Uses Vital Basics principles to communicate results and resolutions to staff and members.
Assists and troubleshoots for both staff and members with Online banking access issues including; resetting user credentials, correcting system errors to assist in smooth customer login experience.
Identifies member needs and proactively educates them on relevant TFCU products and services to enhance their financial well-being.
Collects and shares member feedback with appropriate internal stakeholders to support continuous improvement of the member experience.
Participates in ongoing training and development initiatives within the department and in collaboration with other teams, including Digital Banking, and Enterprise Business Analytics.
Demonstrates exceptional interpersonal and service skills by addressing issues at the first point of contact, maintaining professional communication, and ensuring timely follow-up.
Supports fraud prevention efforts by coordinating with internal fraud teams to monitor, escalate, and resolve suspicious activity related to online transactions.
Monitors and maintains the integrity of digital banking platforms by identifying and correcting process inconsistencies by timely communicating with our digital experience team.
Assists in the ongoing evaluation and optimization of digital banking processes to improve customer experience and operational efficiency.
Coordinates and follows up on online account research requests with third-party vendors through ticketing systems or direct conference calls to ensure timely resolution.
Assists with other tasks and projects as assigned.