Digital Agent

What You’ll Do:

• Respond to member service inquiries through digital communication channels
• Serve as the first level of response to member messages through digital communication channels such as live chat, and secure messages.
• Communicate accurately, professionally, and within outlined service level standards.
• Actively look for red flags to mitigate risk and fraudulent communication attempts
• Escalate messages to internal teams and management as needed
• Utilize digital communication tools to optimize the member experience and coach members on self-service
• Serve as a subject matter expert for navigation of the credit unions digital properties including but not limited to the website, digital banking, and other banking applications.
• Seek opportunities to educate members on self-serve options.
• Appropriately escalate and communicate technical/member related and reported systems issues to digital services and management
• Provide tier-1 technical support to members related to digital services and other online properties
• Support member acquisition, and servicing initiatives through remote channels
• Follow proper processes and procedures to establish and follow up with new online accounts
• Complete member inquires and transactions including but not limited to file maintenance, initiating opening and closing of accounts, transferring of funds, and providing accounts or other information
• Actively look for red flags to mitigate risk and fraudulent attempts
• Process account file maintenance and escalated member requests from the Call Center
• Maintain performance and service level standards
• Deliver exceptional service both internally and externally by living out our mission, vision, and core values
• Operate consistently within Robins Financial policies and procedures, state and federal laws and NCUA regulations to include favorable internal and external audits.
• Demonstrates teamwork by exhibiting the following:
• contributing to team effort, initiative, dependability, positive attitude, good attendance, tact, and diplomacy.
• Meet established timelines

What You Can Expect:

• We are proud to be an equal opportunity employer and are committed to fostering an inclusive workplace. We welcome applicants of all backgrounds and identities and do not discriminate based on any protected characteristic under applicable law.

Benefits and Perks

• Employer-Paid Benefits:
• Health Insurance (only employee premium paid)
• Short- and Long-Term Disability
• Life Insurance and AD&D
• Benefits:
• Dental & Vision Insurance
• Health Care and Dependent Care Flex Spending Accounts
• 401K Plan with match (based on length of employment)
• Perks:
• Generous paid time off- Earn over 4 weeks of PTO during your first year of employment
• Holidays- 11 observed holidays in addition to paid time off
• Tuition reimbursement- Up to $5000 per year
• Performance based Incentive program

Requirements

What You Need To Succeed:

Job Education and Experience Required:

•

• 2 years working in financial services, technical help desk, or call center experience
• 1 year troubleshooting technical issues related to digital banking, website, and other remote delivery channels
• Basic level of understanding of financial services, and resolving member issues related to cards, fraud, digital banking, new accounts, and general information about the credit union.
• Technical and navigational understanding of our website, digital banking application, new member application, and other digital web collateral to offer assistance to members through digital communication media
• Time Management, ability to multi-task, excellent member service skills, excellent written communication skills, listening skills, organizational skills, problem analysis and solving skills, sales skills, and high energy level.

Knowledge & Skills Required:

•

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, employees are regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.
• Must be able to lift and carry up to 20 pounds.
• Vision requirements include close and classroom vision. Occasionally required to travel by automobile.
• Occasionally required to work other than normal business hour

Physical Demands:

•

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, employees are regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.
• Must be able to lift and carry up to 20 pounds.
• Vision requirements include close and classroom vision.
• Occasionally required to travel by automobile.