Digital Engagement Specialist I

Tucson Federal Credit Union•Tucson, AZ

1d•Onsite

About The Position

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.

Requirements

High school diploma or its equivalent required.
Five (5) years’ work experience required, preferably in customer service and/or call center capacity.
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)
A working knowledge of credit union operations, policies and procedures.
A familiarity with credit union products and services.
Ability to operate computer keyboard to input data at an advanced level.
Ability to use Microsoft Office Suite and Internet browsing proficiently.
Ability to read and interpret computer screen and printout.
Ability to perform intermediate mathematical calculations.

Nice To Haves

At least 2 years experience in Digital Engagement Specialist position preferred.

Responsibilities

Ensure exceptional member service through a variety of electronic service delivery channels, such as: inbound and outbound calls, chats, texts and e-mails.
Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs.
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.
Provide support to front line during the troubleshooting of digital products and services.
Follow credit union Member Privacy Policy and member identification procedures.
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.
Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided.
Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times.
Gain and retain a high-level knowledge of all TFCU policies and procedures.
Adhere to TFCU’s attendance and punctuality policy.
Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
Engage in behavior that aligns with the credit union’s cultural beliefs.