Digital Support Representative

Capital Credit Union • Ashwaubenon, WI

8h • Hybrid

About The Position

The Digital Support Representative assists Credit Union members who prefer digital channels over conventional branch transactions. The position provides troubleshooting and response support for digital banking and is available to members and employees through phone, chat, and secure messages. The representative promotes member advocacy, enthusiastic quality service, and relationship building while helping members use digital services and understand the Credit Union’s products and services. The role may have the potential to work from home, contingent on supervisor approval, eligibility under the Work From Home Policy, and department needs.

Requirements

• High school education or equivalent ability to read, write, and understand detailed and technical instructions, correspondence, and memos, and perform basic arithmetic.
• Ability to operate an online computer terminal, including Microsoft Word and Excel, the core computer system, DocuSign, email, and an adding machine; skills may be acquired through a basic course or one to three months of on-the-job experience.
• Comprehensive knowledge of products, services, and transaction procedures, normally acquired through three to six months of on-the-job experience.
• Ability to concentrate and pay close attention to detail for over 75% of work time, closely examine documentation, and maintain a high degree of accuracy.
• Analytical ability to research and resolve member problems and determine appropriate courses of action.
• Interpersonal skills to work effectively with a diverse range of members in stressful situations, with strong communication and listening skills to address sensitive situations diplomatically and effectively.
• Strong motivation and sales skills.
• Ability to exercise independent judgment when addressing member concerns while supporting overall business objectives.
• Ability to remain in one place or work in a confined area for extended periods and move about for up to 10% of work time to distribute correspondence.
• Availability to work a shift beginning as early as 7:30 a.m. or ending as late as 6:00 p.m.

Responsibilities

• Answer member calls for assistance through the Digital Support call queue and respond to questions directed by individual employees.
• Use and organize the ticketing system to address Digital Banking, Bill Pay, and Zelle troubleshooting and business-building requests, including new agreements, business setup, login issues, and statement issues.
• Assist members through secure messages in Digital Banking and chat options implemented in the Digital Banking app or website.
• Answer basic account and transaction questions and handle existing deposit account maintenance requests by phone or chat, including answering questions, completing and sending documents, and discussing Credit Union products and services.
• Educate members about electronic options and Credit Union products, and promote relevant products and services to new and existing members based on their needs.
• Serve members’ digital needs and build relationships using a member advocacy approach.
• Maintain effective working knowledge, including technical knowledge, of Credit Union products and services.
• Maintain advanced knowledge of the Digital Banking system to support members and employees.
• Understand Credit Union departments and workflows to achieve first-call resolution whenever possible.

What This Job Offers

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