Digital Engagement Associate

Exciting•Phoenix, AZ

14h

About The Position

The Digital Engagement Associate contributes to the success of the credit union by responding to member inquiries, enhancing member interactions, and strengthening relationships through digital channels including chat, email, and phone. They support organizational objectives for growth and deepening member relationships by providing accurate information and making appropriate product and service recommendations. Digital Engagement Associates manage a high volume of member interactions while delivering timely, professional and positive experiences. They positively represent the credit union with integrity and exemplify Desert Financials’ Vision and Core Values through every interaction. What you will do here: Provide prompt, efficient, and accurate service in response to digital and phone requests, inquiries, or problems by researching and providing effective solutions that support member satisfaction and loyalty. Create exceptional member experiences to achieve organizational objectives through in-depth knowledge of credit union products and services. Accurately assess member needs, educate members and recommend appropriate financial solutions that contribute to growth and engagement. Demonstrate exceptional written and verbal communication skills with a high attention to detail and the ability to adapt tone for digital environments. Identify trends, escalate priority issues and collaborate across teams to improve processes and member experiences. Exhibit high levels of personal drive and strong time management skills to effectively prioritize and manage workload to achieve performance objectives. Initiate and pursue self-development opportunities. Maintain and expand knowledge of systems, processes, procedures, and regulatory guidelines. Demonstrate learning agility to adapt to new tools, technologies, and procedures. Perform other job-related duties as assigned.

Requirements

High School Diploma or GED required.
2+ years of customer service experience required.
Exceptional written and verbal communication skills with the ability to tailor tone and approach for digital channels (chat, email, phone) required.
Strong problem-solving, analytical and decision-making skills to assess member needs and identify appropriate solutions required.
Demonstrated emotional intelligence and empathy to build trust and positive connections in a virtual environment required .
Strong organizational skills with the ability to manage multiple priorities and maintain attention to detail in a high-volume environment required.
Demonstrated competence using Microsoft Office Suite (Outlook, Excel, Word) required.
NMLS – Nationwide Multistate Licensing System required.

Nice To Haves

1+ year Contact Center experience preferred.
Detailed knowledge of financial services and products such as auto loans, home equity loans, mortgage, deposit, and checking accounts preferred.
Extensive experience with member contact and ongoing relationship building preferred.
Contact Center experience working with chat, digital and/or phone systems preferred.
Working knowledge of Saleforce.com or similar CRM systems preferred.

Responsibilities

Provide prompt, efficient, and accurate service in response to digital and phone requests, inquiries, or problems by researching and providing effective solutions that support member satisfaction and loyalty.
Create exceptional member experiences to achieve organizational objectives through in-depth knowledge of credit union products and services.
Accurately assess member needs, educate members and recommend appropriate financial solutions that contribute to growth and engagement.
Demonstrate exceptional written and verbal communication skills with a high attention to detail and the ability to adapt tone for digital environments.
Identify trends, escalate priority issues and collaborate across teams to improve processes and member experiences.
Exhibit high levels of personal drive and strong time management skills to effectively prioritize and manage workload to achieve performance objectives.
Initiate and pursue self-development opportunities.
Maintain and expand knowledge of systems, processes, procedures, and regulatory guidelines.
Demonstrate learning agility to adapt to new tools, technologies, and procedures.
Perform other job-related duties as assigned.