Digital Support Representative Jr
About The Position
The Digital Support Representative Jr provides timely, accurate support to members and internal staff using Ent's digital channels. The role troubleshoots reported issues, documents reproduction steps and impact, reports defects to development teams, monitors requests, and communicates progress and resolutions. The representative participates in user acceptance testing before product releases, supports implementation of new features, and provides ongoing assistance with existing digital products and services. The position also promotes digital channel use, resolves inquiries received through its queue, gathers feedback, and recommends improvements to member experience and operational efficiency. It supports strategic digital product initiatives and adheres to applicable Bank Secrecy Act policies and procedures.
Requirements
- High school diploma, GED, or equivalent.
- At least 1 year of experience in the financial services industry or customer service.
- Knowledge relevant to the financial industry.
- Knowledge of digital channels and ability to troubleshoot and document issues for defect reporting.
- Strong written and verbal communication skills.
- Excellent organizational skills for monitoring issues and reporting resolutions.
- Conflict management and resolution skills, including the ability to professionally de-escalate member concerns.
- Ability to explain technical concepts clearly to frontline staff and other nontechnical audiences.
- Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking.
Nice To Haves
- At least 6 months of electronic product support experience.
- Knowledge of Azure.
- Proficiency with Symitar, Bill Pay Administration, Online Banking and Online Banking Administration, CRM, and Vertifi.
Responsibilities
- Meet and maintain service metrics, including service-level agreements, call abandonment, average wait time, average handle time, and quality assurance.
- Translate technical concepts into clear instructions for staff and build confidence in digital products.
- Refer sales and service initiatives through electronic channels to members and staff.
- Increase digital channel usage and credit union sales opportunities, and increase staff knowledge of digital products and services.
- Participate in user acceptance reviews before product launches.
- Support implementation of new features, enhancements, and eliminations by addressing escalated service issues from members and employees.
- Report, monitor, and communicate digital issue resolutions to staff and members.
- Report defects to development teams promptly to reduce member friction and improve member experience.
- Represent member and staff perspectives in real-world use of digital channels and provide feedback on feature enhancements.
- Support projects related to strategic plans for digital products and services, and help maintain relevant, efficient product offerings.
- Follow applicable policies, procedures, and regulations related to the Bank Secrecy Act.
Benefits
- Generous 401(k) match
- 401(k) discretionary profit sharing
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term and long-term disability
- Health Savings Account with company contribution
- Employee Assistance Program
- Paid vacation, sick leave, floating holidays, and volunteer time off
- Paid holidays
- Tuition reimbursement
- Paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
