Senior Digital Experience Specialist

TAPCO Credit Union•University Place, WA

15h•$23 - $28•Onsite

About The Position

The Senior Digital Support Specialist provides exceptional service to members through multiple inbound and outbound channels, including phone, email, and chat. The role supports member-facing technology and internal communication channels, provides second-level support to online channels and peers, and uses technology to improve internal and external member experiences. This position helps members use digital banking and related services, resolves complex inquiries, supports staff training, and collaborates with IT, member experience groups, and leadership on projects. The specialist is expected to deliver timely, high-quality service, support digital adoption, maintain knowledge of credit union products and requirements, and contribute to teamwork, continuous improvement, and operational excellence. The role is full-time, non-exempt, and onsite in an office setting at TAPCO Credit Union’s Main Branch in Tacoma, Washington. The hourly salary range is $23.22–$27.99, depending on experience. New hires are subject to a 90-day introductory period.

Requirements

High school diploma or equivalent.
1–3 years of experience at a financial institution.
Proven experience in digital systems support, data analysis, or a related technical or operational role.
Proficiency with Microsoft Office software and standard office equipment.
Proficiency with call center programs.
Expert knowledge of current technology, browsers, and devices.
Must be eligible for and able to maintain bondability as a condition of employment.

Nice To Haves

Strong analytical and problem-solving abilities.
Excellent written and verbal communication skills.
Strong organizational and time-management skills, with a proven ability to meet deadlines.
Ability to work independently with minimal supervision.
Demonstrated ability to provide exceptional customer service.
High initiative, resourcefulness, and accountability.
Familiarity with system performance monitoring, process optimization, or workflow analysis.
Proactive problem-solving approach.
Ability to communicate effectively with teams across the organization.
Ability to prioritize and organize work in a multitasked environment.
Experience collaborating with cross-functional teams, including IT and other internal teams.
Understanding of the credit union’s field of membership.
Thorough knowledge of credit union services and products.
Previous lending experience.

Responsibilities

Support member-facing technology, including Internet Banking, Mobile Banking, Digital Account Opening, Digital Loan Applications, Bill Payment, and secure and unsecure chat interactions.
Provide second-level support through phone queues for various credit union departments and liaise with internal departments to resolve cross-functional issues affecting the member experience.
Build member relationships by addressing service needs, offering additional credit union products, promotions, and services, and promoting digital channels.
Provide exceptional service through secure and unsecure email and chat channels.
Assist with online account enrollments, complex bill-pay inquiries, and digital loan applications.
Train credit union staff on digital products and services, policies, procedures, and regulatory requirements.
Research and resolve problems independently or with minimal guidance.
Meet or exceed department service-level agreement expectations and individual KPIs.
Coach staff to use technology, digital tools, and innovative solutions to meet member needs efficiently and effectively.
Work with IT, member experience groups, and leadership on projects, serving as a subject matter expert and helping ensure timelines are met.
Contribute to teamwork, continuous improvement, and operational excellence.
Work independently with initiative, resourcefulness, and sound judgment.
Take ownership of member concerns and provide prompt follow-up and resolution.
Maintain comprehensive, up-to-date knowledge of credit union products, services, policies, and procedures.
Register and maintain registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures.
Follow applicable federal, state, and local laws, including Bank Secrecy Act and Office of Foreign Assets Control requirements relevant to the role.
Embed diversity, equity, inclusion, belonging, and accessibility into daily work.
Assume other duties as required or assigned.
Maintain confidentiality, control risk, and manage operations in accordance with TAPCO policies, procedures, and regulatory requirements.

Benefits

100% employer-paid medical, vision, prescription, and dental insurance option for full-time teammates.
50% employer-paid spouse coverage and 65% employer-paid dependent children coverage.
Flexible Spending Account, Dependent Care FSA, and Health Savings Account.
401(k) plan with up to 7% match.
100% employer-paid life insurance and AD&D package.
Paid vacation and sick time.
11 paid holidays and 1 floating holiday.
Optional short- and long-term disability.
Employee Assistance Program.
Up to 40 paid volunteer hours.
Shared Bonus Plan when company goals are achieved.