Digital Member Services Specialist (Call Center) - ABNB Federal Credit Union

Employee Perks

• Employee Benefits (401k plans and match opportunities / Company paid Short-Term and Long-Term Disability / Tuition reimbursement / Affordable health insurance options)
• Competitive compensation with opportunities for annual raises and promotions
• Community focused culture that allows networking and involvement in Hampton Roads and Parts of North Carolina
• An employee-focused, diverse, and member relationship driven workplace environment

Job Overview

The Digital Member Services Specialist is responsible for all daily activities to support digital channels; including but not limited to online banking message center, online account opening, chat, e-mail, faxes, both inbound and outbound member phone calls, etc. Accurately and effectively process service requests received through remote channels. Develops new business opportunities through outbound calling and digital messaging by proactively making product and service recommendations. Be a subject matter expert for digital services including knowledge of products, processes, systems, and policies/procedures. Displays exemplary judgement in evaluating information pertaining to members and the credit union to determine compliance, regulations, and credit union standards.

Major Responsibilities

• Performs daily operational responsibilities within digital services. Effectively and efficiently practices first touch resolution in researching, processing, and responding to service requests through all inbound calls and digital channels. Utilizes policies and procedures, resources, and product guides to deliver accurate responses in all remote channels. Identifies financial service needs and educates members on the best options and finds solutions to meet financial objectives and goals. Ability to work independently and meet all goals and responsibilities with minimal supervision. Provides resolutions that are within established policies, procedures, and level of authority, or escalating recommendations to management.
• Assists with members to de-escalate and resolve problems. Is a subject matter expert in inbound member calls and digital channels, provides support including member troubleshooting and effectively communicates, verbally and in writing, technical solutions in non-technical terms.
• Meets all member expectations as well as assigned quality and productivity goals.
• Proactively looks for ways to solve and improve remote channel processes, reporting any inefficiencies for improved member experience. Collaborates with other support departments and or with 3rd party vendors, developing constructive cooperative relationships.
• Assists in all department tasks, and at Front Desk as needed.
• Performs other job-related duties as assigned.

Position Requirements 

• A high school education or GED; additional college courses or continuing education preferred.
• One to three years of similar or related experience. Familiarity with windows based computer equipment and software is required. Previous experience with Microsoft Office Suite and online banking software applications is preferred.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• A passion for technology and training/educating people around technology is desired.
• Must have time management and organizational abilities.
• Ability to communicate in a polite and professional manner utilizing technology to include but not limited to email, online chat, and by phone.
• Ability to resolve conflict using de-escalation and critical thinking skills.
• Ability to effectively access and interpret information on computer screens, documents, and reports.
• General knowledge of computer equipment and related software. Experience with Microsoft Suite is desired.
• Ability to effectively troubleshoot computer related issues.
• Physical qualifications include sitting at a computer for extended periods of time and wearing a headset; and being able to lift/carry up to 15 pounds.

EOE/AA/M/F/DISABILITY/VET

Human Resources will only contact qualified candidates upon receipt and review of your resume.  No phone calls please.