Digital Support Representative (Multiple Levels: Junior, Mid, Senior)

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

The Digital Support Representative will deliver exceptional service to members and internal staff relative to Ent's digital channels. The representative must provide accurate and timely support for member and staff inquiries. They assist in troubleshooting reported issues, capturing steps to reproduce, providing a quantifiable impact, reporting detailed defects to the development team for prompt resolution, monitoring the status of the request, and keeping staff and membership apprised of the progress. To improve defect escape rates, the Digital Support Representative will participate in ongoing user acceptance testing prior to product releases. They will assist with supporting the initial implementation of new digital features while providing ongoing resource support for staff and membership using existing digital products and services. The Digital Support Representative is committed to increasing the usage of digital products and being the point of resolution for inquires received through their queue. They gather member feedback to make recommendations to improve member experience and efficiencies.

Essential Functions

• Digital Support: Meeting and maintaining service metrics to include: Service Level Agreements (SLA) Call Abandonment Average Wait Time (AWT) Average Handle Time (AHT) Quality Assurance Managing Call Volume Translate technical concepts into clear instructions for staff, imparting understanding, and confidence in digital products. Refer sales and service initiatives through electronic channels to membership and staff. Increase channel usage and credit union sales opportunities. Increase staff knowledge of digital products and services.
• User Acceptance Testing and Defect Triage/Monitoring: Participate in user acceptance review prior to product launch. Support the implementation of new features, enhancements, and eliminations through direct support of members and employees' escalated service issues. Efficiently report, monitor, and communicate resolutions to staff and membership regarding digital issues. Report defects to development teams in a timely manner to reduce member friction and enhance member experience.
• Represent voice of the member/staff in real-world application of digital channels: Provide feedback on feature enhancements that will improve staff and member engagement with digital channels. Represent voice of the member/staff in real-world application of digital channels.
• Product Support: Support projects within Ent's strategic plans as related to digital products and services. Help maintain relevant, efficient product offerings.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for Jr level:

• High School Diploma/G.E.D. or equivalent.
• 1+ years' experience in the financial service industry or customer service to include:
  • 6+ months electronic product support experience (Preferred)

Minimum Formal Qualifications for Mid level:

• High School Diploma/G.E.D. or equivalent.
• 2+ years' experience in the financial service industry or customer service to include:
  • 1+ years' electronic product support experience (Preferred)

Minimum Formal Qualifications for Sr level:

• High School Diploma/G.E.D. or equivalent.
• 3+ years' experience in the financial service industry or customer service to include:
  • 2+ years' electronic product support experience (Preferred)

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

• Knowledge relevant to the financial industr