Lead Digital Engagement Specialist

At Blue, we discover pathways to realize your possibilities! Our Lead Digital Engagement Specialist within the Member Relationship Contact Center interacts with members through the various digital and remote channels such as chat, phone calls, Video Teller Machine (VTM), email, secure messaging or other digital platforms. The role will be involved and accountable for helping the credit union maximize growth and revenues, by consistently delivering exceptional experiences. This position works closely with leadership and is responsible for handling service requests internally and externally, supporting the development of the contact center by leading individual & group trainings, finding opportunities to strength member, peer and coworker relationships, and providing guidance for member and contact center development. This role is responsible for supporting the entire contact center roles at any given time and is considered the first line of defense in a leadership capacity.

 

Major Duties and Responsibilities

• Professionally respond to and resolve inquiries to incoming requests through video teller machine (VTM), phone calls, email, chat, secure messaging, text, ticketing software or other digital platforms. Utilizes advanced problem solving and decision-making skills. Promptly, accurately, and efficiently assist with monetary transactions, account inquiries, account changes, research, maintenance, disputes, and non-monetary transactions. Ensure proper identification is presented for appropriate transactions. Maintain a high degree of member confidentiality and manage risk appropriately. Supports Credit Union growth by recognizing opportunities to promote Credit Union products and services to meet members’ needs and takes ownership over issues within your authority for online service channels such as mobile banking, money mover, and Billpay. Regularly following scheduled floor support times set by leadership, which will include but is not limited to, monitoring phone ques and ticketing systems for abnormal occurrences and increased call volumes, monitoring multiple chats, answering questions, guiding peers and coworkers to resources, teaching processes and procedures as needed and handling escalations. Support the onboarding of new hires for all contact center roles, with an emphasis on Digital Engagement onboarding and training.
• Operate in an organized, detail-oriented fashion performing operational tasks while responding promptly to member inquiries and requests demonstrating accuracy and commitment to the member base. Able to quickly pivot from one task to another and handle multiple incoming requests, meeting established service level agreements. Work across a broad range of platforms with ease, including but not limited to chat, ticketing software, teller software, Teams, etc. Also supports in a backup capacity for call queues, new account processes and wires. Completes required teller reports and end of shift work, as well as guiding the DES team on these behaviors.
• Listens and responds to members situations or complaints utilizing credit union service skills; offers solutions and if unable to resolve guides members to the appropriate staff or management for assistance. Identify patterns where further support may be needed and update information in the variety of digital channels, including but not limited to chat AI. Maintains a thorough knowledge of the features and benefits of all Credit Union products and services to deepen member relationships. Identifies and recommends products /services best suited for potential and existing members and refers to appropriate staff. Proactively identify issues and communicate solutions to members and employees quickly and effectively.
• Completes all required quarterly /annual product knowledge exams and mandatory trainings. Participates in all Wednesday meetings/meetings and sales & service development activities.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

 

Knowledge and Skills

Experience

1-3 years with a proven track record in a sales environment, consistently meeting or exceeding goals and objectives, operating in a consultative framework or related experience in a financial organization. Displays passion, commitment, and drive to deliver the best solutions that improve the financial circumstances of our members. Familiarity in time management techniques to prioritize workflow to create a dynamic experience for the member, and work with efficiency delivering consistent productivity.

Education/Certifications/Licenses

A high school degree