Digital Branch Officer I

Company Description

STCU is a growing regional organization rated one of the top-performing credit unions in the nation, and named as one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners committed to working hard, with a fun-loving attitude and a desire to make a difference in our members’ lives. We love people who share our passion for integrity, service, innovation, education, people, and celebration.

STCU offers excellent benefits: 

• Paid time off—plus 11 paid holidays!
• Medical, dental, vision and life insurance 
• Training and career development
• Success sharing plan
• 401(k) matching contributions
• Tuition reimbursement

An overview of the benefits can be found here.  
Salary range: $21.22 - $29.13 per hour

Job Description

The Digital Branch Officer I position provides support to members and internal teams through effective communication, troubleshooting and proactive learning, while focusing on deepening member relationships, promoting member advocacy and driving digital engagement through all channels.

Core Job Requirements/Outcomes

• Maintain high service level standards through all channels by meeting or exceeding all service level metrics including but not limited to digital engagement goals, loan cross sell goals, NPS scores, quality assurance scores and onboarding completion rates. In addition, utilize the TMA model of AIDINC while demonstrating empathy, curiosity and expertise in all product and services to determine spoken and unspoken needs.
• Demonstrate expertise of technology and debit/credit cards by being able to quickly learn, troubleshoot and utilize all technology available. In addition, encourage and teach members how to use self-service options and readily learn and adopt new technology.
• Showcase a strong aptitude in quality decision making skills by demonstrating ability to make sound decisions even in the absence of complete information and by handling risk and uncertainty while relying on a mixture of analysis, wisdom, experience and judgement.

Other Essential Functions

• Minimize future difficulties and maximize online service benefits by identifying and documenting opportunities for the improvement of service delivered through remote channels.
• Embody situational adaptability within a high paced, ever-changing environment by picking up on situational cues and seamlessly adapting personal, interpersonal, and leadership behavior.
• Communicate effectively with members/employees through a variety of channels by actively listening and being able to articulate messages in a way that is broadly understandable while adjusting content to meet the tone of the audience.
• Contribute to the development of STCU's culture and strategic vision by contributing to the achievement of organizational goals, supporting and emulating the Core Values and demonstrating a dedicated focus on the digital channels service success.

Qualifications

Education: High School Diploma or equivalent required.

Job Experience: Minimum one year of experience in a contact center environment in the financial services industry or two years financial services operations experience required. Basic knowledge of trust, power of attorney, guardianship, deceased and IRA accounts and related documentation preferred. Basic knowledge of all consumer and business products and services.

Software Skills: Strong knowledge of online and mobile banking and bill pay systems preferred. Working knowledge of iOS and Android devices and applications is preferred.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Additional Information

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