Digital Operations Representative

Langley Federal Credit Union • Newport News, VA

4d • Onsite

About The Position

Serves as the primary resource for Digital Operations. Acts as a first-line resource for digital products and services, providing support and guidance to employees and members. Monitors and completes service cases and requests within identified service level agreement (SLA) times. Assists in the scheduling and coordination of product testing.

Requirements

• One year or more of a financial institution or related experience is required.
• One year or more of customer service experience is required.
• Knowledge of current digital banking platforms, bill payment platforms, online account opening platforms, and associated admin centers.
• Knowledge of current CRM system for service case management.
• Knowledge of MS Office Suite (Word, Excel, PowerPoint), Outlook, and Internet applications.

Nice To Haves

• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Responsibilities

• Provides technical and general support to internal/external members related to digital channel solutions.
• Researches and completes service cases related to: Digital Banking Bill Payment, Online Account Opening, and other related areas as features are added to the digital channel.
• Reviews and completes balance settlement and general ledger accounts activity.
• Researches fund transfers, loan payments, bill payments, e-bills, payment reversals, user profiles, e-statements, e-documents, alerts, and card controls.
• Identifies process and product improvements related to digital channel solutions.
• Assists the Digital Channels Team in tracking and managing vendor tickets relating to service issues.
• Assists the Digital Channels Team in coordinating and scheduling User Acceptance Testing (UAT) for new functionality, enhancements, and bug fixes.
• Provides internal and external members impeccable service by phone, Customer Relationship Management cases, Online Banking messaging, and email.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees