Digital Support Representative

Capital Credit Union•Green Bay, WI

About The Position

The Digital Support Representative supports Capital Credit Union’s mission by assisting members who prefer digital channels over traditional branch transactions. The role provides troubleshooting and response support for digital banking, helping members and employees through phone calls, chat, secure messages, and other digital support options. It emphasizes enthusiastic, high-quality service, member advocacy, and relationship building. The representative assists with digital banking, Bill Pay, and Zelle questions and troubleshooting; member account and transaction questions; existing deposit account maintenance; and related requests such as new agreements, business setup, login issues, and statements. The representative also explains electronic options and Credit Union products and services, identifies offerings suited to members’ needs, and maintains detailed knowledge of digital systems, products, services, department functions, and workflows to resolve issues effectively, including at first contact where possible. The position may be eligible to work from home, contingent on supervisor approval, the Work From Home Policy eligibility requirements, and department needs. The schedule may involve a shift starting as early as 7:30 a.m. or ending as late as 6:00 p.m.

Requirements

High school education or equivalent ability to read, write, and comprehend detailed and technical instructions, correspondence, and memos, and perform arithmetic with whole numbers, common fractions, and decimals.
Ability to operate an online computer terminal and office equipment; working knowledge of Microsoft Word and Excel, the core computer system, DocuSign, and email.
Basic course or one to three months of on-the-job experience operating computer systems and related equipment.
Comprehensive knowledge of products, services, and procedures needed to process transactions, normally acquired through three to six months of on-the-job experience.
Ability to concentrate and pay close attention to detail for more than 75% of work time and closely examine documentation with a high degree of accuracy.
Analytical ability to research and resolve member problems and determine appropriate action.
Interpersonal skills to work effectively with diverse members, including in stressful situations.
Strong communication and listening skills to handle sensitive situations diplomatically and effectively.
Strong motivation and sales skills.
Ability to exercise independent judgment when addressing member concerns and support 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 as early as 7:30 a.m. or as late as 6:00 p.m.

Responsibilities

Handle member calls seeking assistance through the Digital Support call queue and respond to questions directed by individual employees.
Use and organize the ticketing system to handle Digital Banking, Bill Pay, and Zelle troubleshooting and business-building requests.
Refer to and process requests from members and employees, including building new agreements, setting up new businesses, resolving login issues, and addressing statement issues.
Assist members who contact the Credit Union through secure messages in Digital Banking or chat options on the app or website.
Assist with basic account and transaction questions and existing deposit account maintenance requests by phone or chat.
Answer member questions, complete and send member documents, and explain Credit Union products and services.
Educate members about electronic options and other Capital Credit Union products and services.
Promote relevant products and services to new and existing members, including consumer loans, share certificates, digital banking, debit cards, and direct deposit.
Serve members’ digital needs and build relationships using a member advocacy approach.
Maintain effective working knowledge, including technical aspects, of Credit Union products and services.
Maintain advanced knowledge of the Digital Banking system to support members and employees.
Understand Credit Union department functions and workflows to achieve first-call resolution whenever possible.