Digital Support Representative, Jr

Wings Credit Union•Colorado Springs, CO

5d•Onsite

About The Position

The Digital Support Representative delivers exceptional support to members and internal staff across the organization's digital products and services. This role serves as a key resource for resolving digital banking inquiries, troubleshooting issues, and ensuring timely, accurate communication regarding service requests and system enhancements. Responsibilities include investigating and documenting reported issues, identifying root causes, reproducing defects, assessing member impact, and partnering with development teams to drive prompt resolution. The Digital Support Representative monitors issue progress and keeps stakeholders informed throughout the resolution process. The role also supports user acceptance testing (UAT) for new digital solutions and enhancements, helping ensure a high-quality member experience and reducing post-release defects. Additionally, this position assists with the implementation of new digital features while providing ongoing support for existing digital products and services. As a champion of digital adoption, the Digital Support Representative identifies opportunities to improve the member experience, increase utilization of digital channels, and enhance operational efficiencies through member feedback and continuous improvement efforts. This role serves as a primary point of resolution for inquiries received through the digital support queue and is committed to delivering an exceptional digital experience for both members and employees.

Requirements

High School Diploma/G.E.D. or equivalent, required
1+ years' experience in the financial service industry or customer service, required
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.

Nice To Haves

6+ months years' electronic product support experience, preferred
Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking. (preferred)
Knowledge of Azure. (preferred)
Proficiency with Symitar, Bill Pay Administration, Online Banking and Online Banking Administration, CRM, Vertifi.

Responsibilities

Meeting and maintaining service metrics to include: Service Level Agreements (SLA), Call Abandonment Average Wait Time (AWT) and Average Handle Time (AHT).
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.
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.
Provide feedback on feature enhancements that will improve staff and member engagement with digital channels.
Support projects within Ent's strategic plans as related to digital products and services.
Help maintain relevant, efficient product offerings.
Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.