Digital Experience Representative

TBA Credit Union•Traverse City, MI

6h•$18 - $23•Onsite

About The Position

The Digital Experience Representative assists TBACU in serving the community and building trusted relationships by identifying members’ needs and providing appropriate product solutions. The position supports members virtually through ITM transactions, video, and other digital communication channels, while providing prompt, accurate financial information and maintaining financial security. The representative promotes credit union products and services and delivers service in accordance with TBACU’s standards.

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 by video, telephone, and other digital communication channels.
Excellent listening, clear verbal, and professional written communication skills.
Sound understanding of math applications.
Proficiency in Windows and Microsoft Office Suite/Microsoft 365.
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.
High school diploma or equivalent preferred.
Previous customer service experience preferred.

Nice To Haves

High school diploma or equivalent.
Previous experience in customer service.

Responsibilities

Respond to members courteously, professionally, and promptly, providing accurate and efficient service.
Process member transactions, including deposits, payments, transfers, and withdrawals, and verify signatures and balances as needed.
Answer member inquiries and provide routine information about credit union products and services.
Track pending and approved sales in 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 members’ needs, recommend appropriate financial solutions, and build positive relationships.
Serve as a Service Center Representative as needed.
Maintain knowledge of credit union policies, service standards, applicable laws and regulations, and deposit products.
Maintain a cooperative approach with members and team members, protect member confidentiality, and comply with applicable security and regulatory policies.
Participate in promotions and support non-transactional services, such as updating member contact information, setting up auto-pay, and issuing Certificates of Deposit.
Serve members through video and use e-sign capabilities.
Facilitate general IRA and HSA transactions, including contributions and disbursements.
Respond to and resolve member concerns, referring members to appropriate team members when needed.
Participate in beta tests for new digital services.
Help members enroll in products and services, use self-service tutorials, and troubleshoot issues.
Educate members and respond to inquiries regarding fraud.
Meet established expectations and maintain a neat and orderly work area.