Digital Experience Representative (contact center)

Sharepoint Credit Union • Bloomington, MN

5d • Onsite

About The Position

The Digital Experience Representative will generally be the first point of contact to assist members with their financial transactions and digital service requests, respond to and resolve problems in a timely manner, create relationships and establish rapport with members while maintaining the image and upholding the values of the Credit Union.

Requirements

• Six months to two years of similar or related experience.
• Equivalent to a high school education.
• Building trust is crucial, along with maintaining courtesy and tact. This role involves frequent personal interactions, often dealing with sensitive or personal matters. Establishing and nurturing relationships with people and companies is essential.
• Excellent communication skills
• Problem solving abilities
• Organizational skills
• Ability to multi-task
• Ability to handle stress and work under pressure
• Strong proficiency with technology and essential software
• Protect our members by verifying their identity by asking security questions that only they would know.

Responsibilities

• Assist members through digital platforms: Phones (calls and routing), Glia (chat & text), Secure Message (Response/Request Routing), Website Messages, Perform ITM Transactions
• Perform financial transactions including but not limited to deposits, withdrawals, loan payments, transfers
• Perform front-line digital service requests, including address changes, submitting and approving Check orders, Stop Payments requests (checks), Debit limit increase requests (temp – up to double the standard limit), Automatic Payment setup (internal)
• Complete/fill request forms for the following, and send to applicable areas to complete: Bill Pay Limit Increases (request), Stop Payments request (ACH), Automatic payment (Pre-auth), Automatic payment setup (external), wire requests (request)
• Provide education to members on digital Financial Products and other resources
• Cross-sell products and services
• Troubleshoot member’s digital service issues (online/mobile, bill pay) and provide resolution or escalate where needed.

Benefits

• Affordable insurance options for Medical, Dental, Vision, and more!
• Company-paid Life/AD&D, and Short-Term/Long-Term Insurances
• Generous PTO offerings
• 10+ Paid Holidays
• 401(k) and employer match upon eligibility. Participants are vested immediately.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED