Digital Support Representative Jr

Wings Credit Union • Colorado Springs, CO

1d

About The Position

The Digital Support Representative Jr provides timely, accurate support to members and internal staff using Ent's digital channels. The representative troubleshoots reported issues, documents steps to reproduce and their impact, reports defects to development teams, monitors requests, and communicates progress and resolutions. The role also participates in user acceptance testing before product releases, supports implementation of new digital features, and provides ongoing guidance for existing digital products and services. The representative helps increase digital channel usage, resolves inquiries received through their queue, gathers feedback, and recommends improvements to member experience and operational efficiency. The role also supports projects tied to Ent's strategic plans and adheres to applicable Bank Secrecy Act policies, procedures, and regulations.

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 sufficiently to report defects to development teams.
• Strong written and verbal communication skills.
• Excellent organizational skills to monitor issues and report resolutions efficiently.
• Conflict management and resolution skills, including the ability to professionally de-escalate member concerns.
• Ability to explain technical concepts clearly to frontline staff with limited technical knowledge.

Nice To Haves

• At least 6 months of electronic product support experience.
• Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking.
• 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.
• Manage call volume and respond to digital support inquiries from members and internal staff.
• Translate technical concepts into clear instructions for frontline staff and help increase their knowledge of digital products and services.
• Refer sales and service initiatives through electronic channels to members and staff, increasing channel usage and sales opportunities.
• Participate in user acceptance reviews before product launches.
• Support implementation of new features, enhancements, and eliminations by resolving escalated service issues from members and employees.
• Report, monitor, and communicate digital issue resolutions to staff and members.
• Report defects promptly to development teams to reduce member friction and improve the member experience.
• Represent member and staff perspectives in the real-world use of digital channels and provide feedback on feature enhancements.
• Support projects related to digital products and services in Ent's strategic plans and help maintain relevant, efficient product offerings.
• Adhere to Wings policies, procedures, and regulations pertaining to the Bank Secrecy Act.

Benefits

• Generous 401(k) match
• 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
• 7% annual target bonus

What This Job Offers

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