Digital Services Advisor - Contact Center

Navigant Credit Union • Lincoln, RI

5d

About The Position

Under general supervision and according to established policies and procedures, the Digital Services Advisor performs a broad range of member services and delivers customer service aligned with Navigant Credit Union’s mission and core values. The role advocates for members, contributes to the member experience, and meets established sales and service goals.

The advisor supports members through email, chat, Interactive Banking Kiosk (IBK), and telephone. The role is the primary member-facing contact for credit card servicing by telephone, providing timely, accurate, and high-quality support throughout the member experience.

Requirements

• High school diploma or equivalent (GED) required.
• At least 3 years of experience providing customer service and support required.
• Exceptional listening and analytical skills.
• Strong service orientation aligned with the Credit Union’s mission and core values.
• Excellent verbal, written, telephone, and interpersonal communication skills.
• Excellent organizational and problem-solving skills.
• Strong interpersonal and relational skills.
• PC proficiency, including Microsoft Word, Excel, PowerPoint, Outlook, and the Internet.
• Ability to handle multiple projects and priorities simultaneously with effective outcomes.
• Ability to handle highly confidential information.
• Ability to function in a financial institution branch or office environment and use standard office equipment.
• Ability to lift at least 25 pounds, such as file boxes.

Nice To Haves

• Associate degree in a related field or equivalent work experience.
• At least 3 years of customer service experience at a financial institution, preferably in a Member Service Contact Center environment.
• Knowledge of Credit Union products, services, policies, and procedures, and ability to sell them.
• Bilingual skills.

Responsibilities

• Provide service through incoming live chat, telephone, and IBK, assisting with transaction inquiries, wires, digital banking, deposit accounts, loans, and credit cards.
• Serve as a subject matter expert for member inquiries about credit card servicing.
• Monitor, review, and complete service requests received through online banking and email.
• Assist with maintenance of loan payments through a third-party servicing platform.
• Perform limited quality control through daily reporting.
• Complete Digital Branch wire callbacks according to the established callback procedure.
• Review and assist the Member Experience Officer with feedback submissions, and perform member outreach as needed.
• Provide backup telephone support for the Contact Center Member Service Advisor team as needed.
• Analyze member relationships to optimize existing products and services and deepen relationships by cross-selling relevant products and services.
• Perform other member service and administrative duties as assigned by the Assistant Manager or Manager.

Benefits

• Robust medical and dental plans
• Vision benefits
• 401(k) with a generous employer match
• Tuition reimbursement
• Competitive salaries
• Paid volunteer days
• Professional development and career advancement opportunities
• Best-in-class benefits package

What This Job Offers

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