Digital Experience Representative

TBA Credit Union•Traverse City, MI

2d•Onsite

About The Position

The Digital Experience Representative helps TBACU serve its community and build trusted relationships by identifying members’ needs and recommending appropriate products and services. The role provides prompt, accurate financial information and secure, outstanding member service through ITM transactions, video, telephone, and other digital communication channels. It also supports the growth of the credit union by promoting products and services and assisting members with digital banking tools and other e-services. The position processes member transactions, responds to inquiries and concerns, supports product and service enrollment, and maintains knowledge of credit union products, policies, service standards, and applicable laws and regulations. The representative may also serve as a Service Center Representative as needed. The role requires protecting confidential information, following security and compliance procedures, and maintaining a neat and orderly work area.

Requirements

Ability to be bonded and to clear credit and criminal history checks.
Professional, courteous, service-focused behavior and a strong commitment to excellence.
Self-motivation and willingness to learn new technology and applications.
Ability to remain calm under pressure and work as part of a team.
Good time-management and organizational skills.
Ability to interact with members through video, telephone, and other digital communication channels.
Excellent listening, clear verbal, and professional written communication skills.
Sound understanding of mathematical applications.
Proficiency with Windows operating systems and Microsoft Office Suite/O365 Suite.
Advanced ability and experience using Excel.
Strong typing skills, including 10-key, and above-average technology problem-solving skills.
Ability to lift up to 10 pounds and sit or stand for 2–4 hours at a time.

Nice To Haves

High school diploma or equivalent.
Previous customer service experience.

Responsibilities

Respond to members courteously, professionally, and promptly, providing accurate and efficient service in accordance with credit union service standards.
Accurately process member transactions, including deposits, payments, transfers, and withdrawals, verifying signatures and balances as needed.
Answer member inquiries and provide routine, accurate information about credit union products and services.
Track pending and approved sales using the credit union’s data processing system.
Support members using online banking, the mobile app, bill payment, e-notices, e-alerts, e-statements, the online loan payment portal, and other digital services.
Assess member needs, recommend suitable financial solutions, and build positive member relationships.
Serve as a Service Center Representative when needed.
Maintain knowledge of credit union policies, standards, products—particularly deposit services—and applicable federal and state laws and regulations.
Maintain confidentiality and comply with applicable information security, Bank Secrecy, OFAC, U.S. Patriot Act, and Gramm-Leach-Bliley Act requirements.
Participate in promotions.
Support non-transactional member services, including contact information updates, auto-pay setup, and issuing Certificates of Deposit.
Serve members through video and use e-sign capabilities.
Facilitate general IRA and HSA transactions, including contributions and disbursements.
Resolve member concerns or direct members to appropriate team members when necessary.
Participate in beta testing new e-services, including mobile app and online banking features.
Help members enroll in products and services, use self-service tutorials, and troubleshoot issues.
Educate members and respond to inquiries regarding fraud.
Maintain a neat and orderly work area and secure confidential information when away from the workstation.