Digital Services Specialist

Great Lakes Credit Union•Bannockburn, IL

10h•$23 - $34•Onsite

About The Position

The Digital Services Specialist is responsible for performing all duties with a high proficiency level, to provide exceptional service to all members and potential members within all contact center channels (Phone, Secure Messages, Chats, Email, FAX and Online Applications). Acts as the members' most valued financial partner, taking every opportunity to understand and assess their financial needs and goals. Maintains positive working relationships by supporting the Standards of Greatness. Supports sales and service efforts by advising members of appropriate products and services utilizing E.A.R.N. model skills which help them achieve their financial goals and maintain their accounts. Performs all duties with accuracy and remains in compliance with federal and state laws, rules and regulations, and complies with GLCU's policies and procedures.

Requirements

Minimum one year similar or related experience.
Familiarity and ability to navigate through various omni channel platforms.

Responsibilities

Primarily handles a wide variety of member requests and inquiries through all channels, both digital and phone as instructed
Provides advanced digital banking troubleshooting support for GLCU employees and members as part of the Tier 1 Digital Banking Support team.
Investigates and resolves member concerns, providing appropriate advice and counseling to member inquiries and problems.
Processes new account and membership requests via Online Account Opening (OAO).
Utilizes appropriate security measures to identify members and protects against fraud.
Maintain a thorough understanding of our products and services to assist members effectively.
Actively listens and asks questions to determine member needs; identifies and recommends appropriate solutions, presenting features and benefits of products and services.
Seeks opportunities to attract, retain, and expand member relationships.
Uses sound judgment to handle complex account inquiries and practices good decision-making skills to perform one contact resolution whenever possible.
Performs all duties with a high level of accuracy and attention to detail, accurately documenting member interactions and transactions in the core system.
Identifies and uses appropriate software and tools to troubleshoot concerns regarding digital services, cards, transactions, payments, loans and special accounts.
Assist members in navigating online banking and mobile app services, guiding them through various digital transactions. Ability to diffuse irate members and situations.
Handles membership requests for new and existing members across all MCC channels, providing support and guidance throughout the entire application process. Identify and report potential fraud or suspicious activities and educate members on best practices for safeguarding their accounts.
Report and provide feedback to leadership on issues affecting members’ experience or disrupting operations.
Works with other credit union team members to proactively meet member needs in a responsive, efficient manner within and across department lines.
Consistently achieves individual goals and contributes to department and credit union success.
Responsible for maintaining compliance with all applicable federal, state, and local rules and regulations, and following all GLCU’s policies, procedures and internal controls.
All other duties as assigned.