Digital Services Advisor - Contact Center

Navigant Credit Union • Smithfield, RI

12d

About The Position

Under general supervision, but following established policies and procedures, performs a broad range of member services. Delivers exceptional customer service, aligned with the Credit Union's core values and mission statement. Serves as an advocate for members and is an integral contributor to the credit union's member experience. Meets all established sales and service goals. Provides member support via email, chat, Interactive Banking Kiosk (IBK), and the telephone. Serves as the primary member-facing contact for all credit card servicing needs via telephone, ensuring timely, accurate, and high-quality support throughout the member experience

Requirements

• 3+ years' experience providing customer service and support required, preferably at a financial institution in a Member Service Contact Center environment.
• Demonstrated knowledge of Credit Union products, services, policies, and procedures, and ability to sell them preferred.
• Exceptional listening and analytical skills required.
• Must have strong service orientation skills in alignment with the Credit Union's mission and core values.
• Excellent verbal, written, telephone, and interpersonal communication skills required.
• Excellent organization and problem-solving skills
• Strong interpersonal and relational skills required.
• Must be PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet
• Must have the ability to handle multiple projects/priorities simultaneously with an effective outcome
• Must have the ability to deal with highly confidential information
• Must have the ability to function in a financial institution branch/office environment and utilize standard office equipment, including but not limited to: PC, fax, copier, telephone, etc. Ability to lift a minimum of 25 lbs. (e.g., file boxes)

Nice To Haves

• High school diploma or equivalent (GED) education required; AA Degree in related field or equivalent work experience PREFERRED.
• Bilingual skills are a plus.

Responsibilities

• Provides service to members through incoming live chat, telephone, and IBK. Assists with items including but not limited to, transaction inquiries, wires, digital banking, deposit account inquiries, loan inquiries, and credit card inquiries.
• Serves as a subject matter expert for member inquiries about credit card servicing.
• Monitors, reviews, and completes service requests received through online banking and email.
• Assists with maintenance of loan payments through 3rd party servicing platform.
• Performs limited quality control via daily reporting.
• Completes all Digital Branch wire callbacks according to the established callback procedure.
• Reviews and assists the Member Experience Officer with feedback submissions. Performs member outreach as needed.
• Provides back-up support as needed via the telephone channel for the Contact Center Member Service Advisor team.
• Analyzes member relationships to optimize existing products and services and deepen relationships by cross selling of relevant products and services.
• Performs other member service and administrative duties as assigned by the Assistant Manager or Manager.

Benefits

• We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including robust medical and dental plans, vision benefits, 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED