Digital Experience Representative (contact center)

Role:

The Digital Experience Representative will generally be the first point ofcontact to assist members with their financial transactions and digital servicerequests respond to and resolve problems in a timely manner createrelationships and establish rapport with members while maintaining the imageand upholding the values of the Credit Union.

Hours:

Full time: 38-40 hours per week. Shifts may vary between the hours of 8:30 am 5:30 pm Monday-Friday and 8:30am 12:30pm Saturdays. This role will require 2 Saturdays a month.

Responsibilities:

Assist members through digital platforms: Phones(calls and routing) Glia (chat & text) Secure Message (Response/RequestRouting) Website Messages Perform ITM Transactions

Perform financial transactions including but notlimited to

odeposits

owithdrawals

oloan payments

otransfers

Perform front-line digital service requestsincluding

oaddress changes

osubmitting and approving Check orders

oStop Payments requests (checks)

oDebit limit increase requests (temp up todouble the standard limit)

oAutomatic Payment setup (internal)

Complete/fill request forms for the followingand send to applicable areas to complete:

oBill Pay Limit Increases (request )

oStop Payments request (ACH)

oAutomatic payment (Pre-auth)

oAutomatic payment setup (external)

owire requests (request)

Provide education to members on digital FinancialProducts and other resources

Cross-sell products and services

Troubleshoot members digital service issues(online/mobile bill pay) and provide resolution or escalate where needed.

Performance Measurements:

Provide accurate friendly and exceptionalservice to all members.

Ability to balance the needs of the member andthe credit union while remaining in compliance with federal regulations andcredit union policy.

Protect our members by verifying their identityby asking security questions that only they would know.

Knowledge and Skills:

Experience

Six months to two years of similar or relatedexperience.

Education

Equivalent to a high school education.

Interpersonal Skills

Building trust is crucial along withmaintaining courtesy and tact. This role involves frequent personalinteractions often dealing with sensitive or personal matters. Establishingand nurturing relationships with people and companies is essential.

Other Skills

Excellent communication skills

Problem solving abilities

Organizational skills

Ability to multi-task

Ability to handle stress and work under pressure

Strong proficiency with technology and essentialsoftware

Physical Requirements

This position primarily requires sitting somestanding and walking. The ability to occasionally lift/lower objects of between10 and 25 pounds.

Reasonable accommodation to these requirementswill be made for employees with disabilities.

Work Environment

This position is set in a comfortableprofessional office environment with moderate lighting and temperature controlsto support a productive atmosphere. The noise level is typically quietallowing for focused and uninterrupted work.

As a SharePoint employee you will receive:

Affordable insurance options for Medical Dental Vision and more!

Company-paid Life/AD&D and Short-Term/Long-Term Insurances

Generous PTO offerings

10 Paid Holidays

401(k) and employer match upon eligibility. Participants are vested immediately.