Digital Service Advisor/Hybrid

FRANKLIN MINT GROUP•Chadds Ford Township, PA

4d•$24 - $33•Hybrid

About The Position

Acts as the primary point of contact for members providing support and solutions via digital channels including but not limited to; secure messaging, e-mail, live chat, video conferencing and online forms. Supports both inbound and outbound member phone calls, ticketing systems and reports. Uses online tools to handle member queries, problem resolution and provide support through all digital channels.

Requirements

Minimum of 3 years of related financial services or call center experience required. Preferable focus in digital call center space.
High School Diploma/GED required
Strong demonstrated abilities required: Customer/Member Service Interpersonal/Team Player Motivated/Works Independently Sales/Negotiation Skills Analytical/Problem Solving Organizational Skills Detail Oriented Verbal/Written Skills Microsoft Office Prioritize/Multi-task
Ability to work a flexible schedule
Must maintain confidentiality
Ability to troubleshoot technical issues

Nice To Haves

Associates degree preferred
Secondary language skills desirable
Previous experience with online banking software applications is preferred

Responsibilities

Acts as an expert in all functionality of FMFCU remote delivery systems, providing exceptional service through digital communication channels including by not limited to; secure messaging, e-mail, live chat, video conferencing and online forms.
Handles a high volume of inbound and outbound communication professionally.
Accurately documents and manages detailed member information while multitasking numerous screens in a face-paced environment.
Troubleshoots and resolves member concerns through clear, empathetic, solution-focused communication.
Specializes in handling member interactions ensuring timely and accurate communication while maintaining performance metrics such as response time and accuracy
Ensures effective member service providing expert-level understanding and knowledge of all credit union products and services, demonstrating advanced technical knowledge with the ability to identify the needs of potential new and existing members.
Seeks opportunities to improve systems and workflows, participates in projects related to digital channels.
Accurately completes all required financial transactions including transfers, loan payments, stop payments, address changes, check orders, and maintenance on all types of accounts in accordance with established policy/procedures.
Analyzes research and resolves problems and discrepancies related to member accounts in an effort to provide first contact resolution.
Identifies fraud and prevents future fraud.
Assists in meeting MSC goals by expanding member relationships through active selling of credit union products and services in support of production and profitability goals.
Provides resolutions that are within established policies, procedures, and level of authority, or escalating recommendations to management..
Occasionally supports the MSC Supervisors in the oversight and operations of the MSC.
Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of Franklin Mint Federal Credit Union and its members.