Digital Support Specialist - Bilingual Preferred
Digital Support Specialist - Bilingual Preferred
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 21 - 31
1 Vacancy
Job Description
Job Details
Description
Take a leap and join our team!
At Gesa we believe in the power of our people. Coming from all walks of life our team members individual stories and unique experiences are our most valuable asset. But its how we come together igniting our collective compassion and commitment to empowering our communities that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others has a desire to do good and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And you can rest assured that your wellbeing and prosperity are our priority.
Get to know us:About Gesa Credit Union
*Bilingual Spanish applicants are strongly preferred*
Role Summary:
The 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 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.
What You Will Be Doing:
- Supports member facing technology including but not limited to: Internet Banking Mobile Banking Bill Payment P2P FastCash SMS and chat AI for unsecure and secure chats or IVR interactions for consumer accounts.
- Possesses a core understanding of financial literacy and is able to discuss with members and team members.
- Seeks to deepen member relationship by delivering solutions to service members needs. Offers additional credit union products promotions and services to members and promotes digital channels.
- Provides an exceptional member experience via secure and unsecure email and chat channels.
- Provides second level support via phone queues for various credit union departments. Acts as a liaison between internal departments to solve crossfunctional tasks that affect the member experience.
- Makes outbound calls/emails to existing members to retain and deepen relationships.
- Meets/exceeds department service level agreement expectations and individual KPIs.
- Assists with online account enrollments complex bill pay inquiries and makes updates to access or permissions on behalf of the member.
- Researches and resolves problems independently or with moderate guidance from the Lead Digital Support Specialist or Digital Relationship Manager.
- Takes ownership of member concerns and provides prompt followup/resolution with a sense of urgency.
- Demonstrates an uptodate and comprehensive knowledge of all credit union products services policies and procedures.
- Pulls and analyzes data to uncover member and team member needs. Identifies red flags in data and completes tracking and reporting of daily activities.
- 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.
About You:
- Use critical thinking skills to resolve member concerns while adhering to policies and regulations.
- Utilize tools and resources to solve complex inquiries with minimal support from leadership.
- Professional written and verbal communication.
- Ability to organize prioritize and respond simultaneously to multiple tasks.
- Member centric with a friendly professional demeanor.
- Make sound decisions that minimize risk in a timely manner. Act with a sense of urgency to resolve member impacting issues.
- Participate in support and act as a leader in a cohesive team environment. Lead by example.
- Foster the credit unions culture and adapt to changing priorities with a positive attitude.
- Complete assigned training programs in a timely manner.
- Display professional interpersonal skills to relate effectively to members the public colleagues and all levels of leadership.
- Demonstrate a high level of personal integrity and ethics.
- Familiarity and comfort with financial systems and varied web browsers phone operating systems and devices.
- Respect and support all areas of diversity in the workplace and our membership.
Qualifications
What You Will Need:
- Minimum of a high school diploma; some college course work preferred; degree highly desirable.
- At least 3 years of customer service experience preferred. At least 2 years in a credit union or financial institution.
- Demonstrate and support credit union values and service standards.
- Maintain confidentiality control risk and manage operations in accordance with Gesa policies procedures and regulatory requirements.
- Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs required. Expert knowledge of current technology browsers and devices.
- Report for work on time and maintain a schedule of regular attendance.
- Some travel may be required to complete training or fulfill duties.
- Courtesy tact and diplomacy with current and potential members peers and staff.
Our Team Member Value Proposition:
In exchange for bringing your talent to Gesa here are a just a few of the benefits and perks we offer:
- Competitive Pay
- Medical Dental Vision and Life Insurance
- 20 days/year of Paid Time Off Plus 10 Paid Holidays!
- 401(k) Match
- Incentive Program
- Tuition Assistance and Student Loan Repayment
- Commuter Benefits
- Paid Time Off to Volunteer in the Community
- Product discounts
- Engaging Work Environment
- Rewards and Recognition Programs
Salary Range:
$21.07 $31.60
Get wise to whats possible with a career at Gesa. Join us!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact the HR Department ator to request an accommodation.
Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.
Selected candidate(s) must be able to pass a preemployment credit/background check.
Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
Required Experience:
Senior IC
Employment Type
Full-Time
