Digital Engagement Specialist

Topside Federal Credit Union•Fredericksburg, VA

6d•Hybrid

About The Position

This role requires individuals who are forward-thinking with the ability to deliver world-class member service experiences. The role requires the ability to manage various channels of member support including but not limited to online banking secure messages, chat, co-browsing, SMS, audio, and video engagements simultaneously. Highly developed interpersonal skills are expected to provide exceptional service through effective communication enthusiastically. This role requires working with innovative technology, including advanced chatbot systems, video conferencing, collaboration tools, voice recognition software, screen-sharing tools, and artificial intelligence. The role is also expected to collaborate cross-functionally with other departments to identify and implement innovative solutions to enhance the member experience and contribute to the organization’s strategic goals.

Requirements

Two to Five years of similar or related experience, including time spent in preparatory positions.
A high school degree or GED is required.
Strong attention to detail and accuracy.
Ability to work in a fast-paced and ever-changing environment.
Demonstrated proficiency in using internet platforms such as Microsoft Office Suite
Must be capable of regular, reliable, and timely attendance.

Nice To Haves

Spanish speaking is a plus.
Knowledge of financial products and services preferred.

Responsibilities

Engage with credit union members through all media types to assist with service and product inquiries, including but not limited to Chat, Audio, Video, Co-browse, and Screen Share.
Subject Matter Expert (SME) on several credit union platforms, products, and services and responds to member inquiries.
Delivers prompt, professional, high-quality service and satisfaction through all digital channels, i.e., Chat, Audio, Video, Co-browse, and Screen Share.
Responsible for creating and maintaining member communication guides and procedures for all digital services.
Administers the digital communication channels, adhering to all privacy, security requirements and regulations.
Partner with the Digital Banking Director and other departments for projects regarding digital engagement expansion including but not limited to online banking updates, chatbots, and AI.
Assists in the execution of digital channel updates and testing.
Partner with various departments for projects regarding digital engagement expansion i.e., online banking updates, chatbots, AI and assists with the execution of digital channel updates and testing.
Responsible for identifying, searching, and solving members’ problems.
If necessary, communicate problems and subsequent solutions to the Digital Banking Director, and when necessary other Topside team members.
Provide members with accurate and timely information regarding their account balances, loan payments, and other financial transactions while managing simultaneous interactions specific to online chat and other digital platforms.
During member interactions, processes requests accurately and efficiently, adhering to Topside's policies and procedures.
Also promotes Topside's products and services to increase awareness and use of the self-service platforms.