Digital Banking Specialist

Digital Banking Specialist

The primary purpose of this position is to assist First Commerce in fulfilling our Vision Empowering Generations, Transforming Communities. This is achieved through delivering Remarkable Member Service as defined by our Service Standards as well as building and maintaining strong member relationships through identification of member's financial needs and effectively recommending appropriate products and services to meet those needs.

The Digital Banking Specialist optimizes digital banking services and platforms offered by First Commerce. Their primary focus is on enhancing the customer experience and driving adoption of digital banking channels such as online banking, mobile banking, and digital payments. The Digital Banking Specialist works to develop and implement strategies to attract and retain customers through digital channels, increase digital engagement and usage, and improve overall customer satisfaction. Responds to member/team member needs and questions concerning all aspects of digital banking, and continually promotes and cross-sells the credit union's products and services including, but not limited to: checking, savings, shares, money markets, CDs, IRAs, bill pay, safe deposit and debit cards.

RESPONSIBILITIES:

• Serves the member in an accurate, professional, courteous, and efficient manner through prompt handling of all digital inquiries and demonstrates our member service standards with both internal and external members.
• Works independently and utilizes effective problem-solving skills to resolve issues; effectively uses knowledge of operations and security procedures in order to make real time decisions including exceptions, adjustments, and overrides.
• Resolves complex and non-routine inquiries concerning credit union policy and operating procedures; researches and solves member issues.
• Protects the Credit Union's financial interests by complying with internal and external policies, procedures, and regulations.
• Utilizes the credit union's online systems and website to facilitate members' requests. Identifies cross-selling opportunities, selling new or additional products or services that meet members' needs, and makes appropriate referrals to other credit union areas.
• Maintains up to date knowledge of the credit union's products, services, promotions, policies, and procedures to open, retain, and enhance member account relationships.
• Identify member's needs utilizing all tools provided by the credit union such as ACS and new member profiles. Effectively recommends appropriate products and services to meet those needs as well as opening the deposit product account.
• Pursues opportunities for professional growth and knowledge through training, education, and self-study.
• Provides additional front desk coverage when necessary, greeting members and visitors promptly when entering the credit union; providing applications and brochures to people waiting for their appointments; sets appointments and answers phones when needed; acts as a liaison for platform staff; and answers basic account questions.
• Assists in member file maintenance requests, such as address changes or other related account information; re-pins and printing of consumer and business debit cards; assists members with their accounts on lobby computers.
• Initiates wire transfer for members; processes stop payments; processes refunds and charged fees.
• Orders checks and temporary checks; orders check copies; and prints out statements upon request.
• Demonstrates functions of the ITM to members on request; assists with setting members up for direct deposit both online and in person.

Responsibilities:

• Drives sales and success through service in the digital channels (secured messages, email, and Quiq) and ensures a positive member experience to achieve sales and referral goals.
• Responds to all secured messages and email requests within 24 hours.
• Continually explore opportunities to expand digital/financial acumen and communication skills to assist our members through our digital channels (Secured messages, email, and Quiq).
• Responds in a consistently courteous and professional manner to digital inquiries from our members and team members. Uses these opportunities to teach our members and team members about digital banking products and services available at FCCU.
• Continually increases subject matter/product knowledge to successfully explain and refer any digital products/processes/procedures.
• Assists in onboarding of new members that join thru our digital channels.
• Responsible for responding to Medallia survey responses within service level guidelines and following up with members regarding their feedb