Senior Digital Experience Specialist

TAPCO Credit Union•Tacoma, WA

6d•Onsite

About The Position

Since 1934, TAPCO Credit Union has been guided by a simple belief: people first, always. Our roots in the community run deep, and we show up with intention to drive our mission of making financial wellness accessible for all. For our teammates and members alike, we're about belonging, not transacting. We believe meaningful connection, respect, and valuing one another are at the heart of our relationships and workplace culture. We strive to create an environment where people feel seen, supported, and empowered to grow and thrive together. Every story matters, every interaction is an opportunity to build trust. Your journey starts here. We believe growth is a shared responsibility, and we’re committed to investing in you every step of the way with opportunities that generate momentum. Whether you’re building confidence, developing new skills, or growing into what’s next, you’ll be supported by teammates who want to see you thrive. This is more than a job; it is a place to belong. Come plant your roots at TAPCO: grow with us and rise with purpose!

Requirements

High School diploma, or equivalent
1-3 years’ experience at a financial institution
Proven experience in digital systems support, data analysis, or a related technical or operational role
Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs required.
Expert knowledge of current technology, browsers, and devices

Nice To Haves

Familiarity with system performance monitoring, process optimization, or workflow analysis is preferred
Proactive problem solver
Ability to prioritize and organize work in a multitasked environment.
Flexibility is necessary as an employee’s job responsibilities may change at any time during employment
Experience collaborating with cross-functional teams, including IT and other internal teams
Thorough knowledge of Credit Union services and products, including the credit union’s field of membership
Previous lending experience

Responsibilities

Supports member facing technology including but not limited to: Internet Banking, Mobile Banking, Digital Account Opening, Digital Loan Applications, Bill Payment, and unsecure and secure chats interactions
Provides second level support via phone queues for various credit union departments.
Acts as a liaison between internal departments to solve cross-functional tasks that affect the member experience
Seeks to deepen member relationships by delivering solutions to service members' needs by offering additional credit union products, promotions, and services to members and promoting digital channels
Provides exceptional member experience via secure and unsecure email and chat channels
Assists with online account enrollments, complex bill pay inquiries, and digital loan applications
Assist with training Credit Union staff on available digital products and services, policies, procedures, and regulatory requirements
Researches and resolves problems independently or with minimal guidance
Meets/exceeds department service level agreement expectations and individual KPIs
Leads with a digital-first mindset, coaching staff to leverage technology, digital tools, and innovative solutions to meet member needs efficiently and effectively
Works closely with IT, member experience groups and leadership on a broad variety of projects, serving as project subject matter expert and ensuring timelines are met
Contribute to a culture of teamwork, continuous improvement, and operational excellence
Work independently with strong initiative, resourcefulness, and sound judgment
Takes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgency
Demonstrates an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures
Contribute to a culture of teamwork, continuous improvement, and operational excellence
Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures
Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions
Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow
Assumes responsibility for 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 all full-time teammates
50% Employer-paid spouse coverage, 65% Employer-paid dependent children coverage
Flexible Spending Account (FSA), Dependent Care FSA, & Health Savings Account (HSA)
401(k) Plan with up to 7% match
100% Employer-Paid Life Insurance/AD&D package
Paid Vacation and Sick Time, 11 Paid Holidays + 1 Floating Holiday
Optional Short- and Long-Term Disability
Employee Assistance Program
Community impact, on us (Up to 40 paid volunteer hours)
Shared Bonus Plan ( when company goals are achieved )