Senior Digital Experience Specialist

TAPCO Credit Union•Tacoma, WA

2d•$22 - $24

About The Position

Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities. At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive. When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities. Position Purpose The Senior Digital Support Specialist provides exceptional service to members via multiple inbound and outbound channels (phone, email, and chat). This position sees the value in leveraging technology for both the internal and external member experience. The Senior Digital Support Specialist must have strong interpersonal skills with the ability to serve as second-level support to online channels, internal communication channels (email and service desk), and peers. Base Expectations Embraces and lives TAPCO's Values. We are People-Centric We are Curious We are Inclusive We are Collaborative We are a Trusted Partner

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
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 level of initiative, resourcefulness, and accountability.
Familiarity with system performance monitoring, process optimization, or workflow analysis is preferred
Proactive problem solver
Ability to effectively communicate with teams across the organization.
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
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

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

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 employees.
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
40 paid volunteer hours
Shared Bonus Plan (when company goals are achieved)