Digital Services Specialist (eServices Banker)

Msgcu • Troy, MI

5d • Hybrid

About The Position

Performs a broad range of member sales and service functions to deliver the desired member experience through digital channels and educate members on digital usage. Focuses on listening to identify member needs by asking questions and offering solutions in order to build loyal member relationships. Actively promotes MSGCU and its products and services by providing member support for digital services.

Requirements

• High school diploma or GED
• 2 years of progressively responsible experience within financial services to become familiar with the variety of financial products and services and account options available required.

Nice To Haves

• At least one year of experience supporting online or remote services.

Responsibilities

• Provides internal and external member support for MSGCU’s digital services including online and mobile banking, online bill payment, 3rd party payment services, and the MSGCU website.
• Follows MSGCU’s service standards and accurately completes member service responsibilities including, but are not limited to: processing loan applications, opening new memberships, opening IRAs, notary services, wires, and setting-up automated services.
• Reviews and approves online membership applications, updates required tracking, and sends account opening documents to members.
• Educates members on digital services and resolves issues related to remote services.
• Effectively listens for cues and reviews account data to determine the nature and extent of members’ needs and provides appropriate troubleshooting steps and resolution.
• Serves as help desk support for branch network for members' digital services inquiries and follows up with member service team when necessary.
• Receives and responds to all digital channel communications via phone, live chat, online banking, secured/unsecured email, video, co-browsing, and fax.
• Assists members in completing traditional branch transactions through video technology and Video Teller Machines (VTM).
• Follows up with branch teams for support when transactions are unable to be completed digitally.
• Uses a consultative approach to identify member needs and successfully cross sell MSGCU’s products and services.
• Uses Creating Member Loyalty skills to bridge the knowledge gap in digital communications to effectively resolve member complaints and issues and recommend mutually beneficial solutions.
• Generates new business by asking for the business and for referrals.

Benefits

• Health benefits
• Vacation time
• Retirement plan contributions
• Discounts on loans
• Discounts on phone service
• Medical, dental and vision on your first day
• Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• 3% contribution from MSGCU to 401(k) if at least 21 years old
• 100% match for the next 7% contributed to 401(k)
• 12 paid holidays
• Up to 120 hours of PTO your first year of service (pro-rated based on start date)

What This Job Offers

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