Digital Support Representative Jr

Ent Credit Union•Colorado Springs, CO

3d•$21 - $23

About The Position

The Digital Support Representative Jr will deliver exceptional service to members and internal staff relative to Ent's digital channels. The Jr Representative must provide accurate and timely support for member and staff inquiries. They assist in troubleshooting reported issues, capturing steps to reproduce, providing a quantifiable impact, reporting detailed defects to the development team for prompt resolution, monitoring the status of the request, and keeping staff and membership apprised of the progress. To improve defect escape rates, the Digital Support Representative Jr will participate in ongoing user acceptance testing prior to product releases. They will assist with supporting the initial implementation of new digital features while providing ongoing resource support for staff and membership using existing digital products and services. The Digital Support Representative Jr is committed to increasing the usage of digital products and being the point of resolution for inquires received through their queue. They gather member feedback to make recommendations to improve member experience and efficiencies.

Requirements

High School Diploma/G.E.D. or equivalent.
1+ years' experience in the financial service industry or customer service required, to include:
6+ months years' electronic product support experience preferred
Knowledge relevant to the financial industry.
Knowledge of digital channels with the ability to troubleshoot and document issues to sufficiently report defects to the development team for prompt resolution.
Strong written and verbal communication skills.
Excellent organizational skills to efficiently monitor issues and report resolutions to staff and membership.
Excellent conflict management and resolution skills with the ability to de-escalate member concerns professionally.
Ability to translate technical concepts into clear instructions for frontline staff, imparting understanding, and confidence to those who are otherwise laymen.
Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking.

Nice To Haves

Knowledge of Azure.
Proficiency with Symitar, Bill Pay Administration, Online Banking and Online Banking Administration, CRM, Vertifi.

Responsibilities

Digital Support: Meeting and maintaining service metrics to include:
Service Level Agreements (SLA)
Call Abandonment Average Wait Time (AWT)
Average Handle Time (AHT)
Quality Assurance
Managing Call Volume
Translate technical concepts into clear instructions for staff, imparting understanding, and confidence in digital products.
Refer sales and service initiatives through electronic channels to membership and staff.
Increase channel usage and credit union sales opportunities.
Increase staff knowledge of digital products and services.
User Acceptance Testing and Defect Triage/Monitoring:
Participate in user acceptance review prior to product launch.
Support the implementation of new features, enhancements, and eliminations through direct support of members and employees' escalated service issues.
Efficiently report, monitor, and communicate resolutions to staff and membership regarding digital issues.
Report defects to development teams in a timely manner to reduce member friction and enhance member experience.
Represent voice of the member/staff in real-world application of digital channels:
Provide feedback on feature enhancements that will improve staff and member engagement with digital channels.
Product Support: Support projects within Ent's strategic plans as related to digital products and services. Help maintain relevant, efficient product offerings.
Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.