Digital Member Service Specialist I (72009)

JOHNS HOPKINS FEDERAL CREDIT UNION•Baltimore, MD

2d•$22 - $28•Hybrid

About The Position

As a key member of the Member Service Center team, the Digital Member Experience Specialist I is responsible for providing professional, efficient, and high-quality service through digital channels. This role focuses on supporting members with online account openings, sub-account openings, secure messages, and responding to member communications with accuracy and efficiency. The position contributes to organizational growth by welcoming new members and deepening member relationships. The specialist will analyze member needs and proactively recommend tailored financial solutions, while also researching and resolving complex member issues. This role requires compliance with applicable laws and regulations.

Requirements

High school Diploma or GED
4 years’ experience in a call center environment, preferably in a credit union or bank with a focus on eServices.
Strong communication and problem-solving skills.
Proficiency in online banking systems and virtual service platforms.

Nice To Haves

Bilingual Spanish preferred.

Responsibilities

Supporting, demonstrating, and promoting the Credit Union SERVICE culture (Support, Educate, Respect, Value, Innovate, Communicate, Empower).
Demonstrating a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.
Effectively and professionally completing the member experience through our digital channels.
Contributing to organizational growth by welcoming new members and deepening member relationships.
Addressing a wide variety of member inquiries related to accounts, products, and services, offering accurate information and solutions utilizing digital channels.
Analyzing member needs and proactively recommending tailored financial solutions.
Efficiently processing new account applications, ensuring compliance and accuracy.
Acting as the first point of contact for new members, providing support through various communication channels.
Providing members with information about JHFCU’s full range of products and services and educating members based on their financial needs.
Researching and resolving complex member issues, including making sound business exceptions and decisions to escalate issues to management.
Collaborating with other departments to investigate and resolve member problems quickly and satisfactorily.
Responding to secure messages, ensuring timely, accurate, and professional communication.
Remaining compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act.
Performing any additional duties and/or responsibilities as assigned.