Digital Services Specialist

Description

Job Title: Digital Services Specialist

FLSA: Non-Exempt

Function: Operations

Reports To: Virtual Branch Manager

Purpose:

Service member’s financial needs and transaction requests as they relate to every aspect of their accounts, including checking/savings accounts, loans, and account services with an emphasis on digital banking. Educate members on credit union products and services. Provide members with World Standard service in accordance with the credit union’s core values and our Standards of Excellence.

Responsibilities:

• Lead by example, being mindful of how your actions reflect upon yourself, and upon Arbor
• Coach and encourage others to foster a supportive work environment
• Lead by example by embracing and consistently following all steps listed in the New Account Opening Process
• Service member’s financial needs and process account transactions, including non-monetary requests, with a high level of accuracy
• Take proactive ownership of all members you assist, serving as his/her primary contact, finding answers and solutions, serving as the member’s advocate, and proactively communicating with the member throughout your interaction with the member.
• Interview new members, educate, and refer valuable products and services to help the member save time and money
• Answer phone calls promptly and professionally, using a warm hand-over when transferring phone calls
• Maintain an up-to-date and comprehensive knowledge of the credit union’s products and services
• Use appropriate workflow management to ensure multiple projects and member requests are addressed through all communication channels including but not limited to online banking, phone, online chat, help desk tickets and secure messages.
• Provide level two technical support for Digital Services, including but not limited to online banking, mobile, mobile check deposit, merchant deposit capture, and web bill pay
• Service member’s financial requests through Instant Open utilizing Qualifile, Credit Bureau Reports, and ID verification as appropriate, with a high level of accuracy.
• Service member financial requests including, but not limited to wires and Upstart accounts in a timely and effective manner.
• Review and complete reports as directed by your supervisor including but not limited to fraud, new accounts, Upstart, online banking and other digital banking access points.
• Open, maintain, update and close member accounts utilizing appropriate virtual tools
• Approve mobile check deposits and remote deposit capture items within established procedures and limits; complete member follow-up on all rejected deposits
• Become a subject matter expert on Digital Services and be the resource for staff and member questions or concerns
• Provide back up support on the Contact Center as needed
• Promote and maintain a confidential environment to protect member and credit union information
• Follow all credit union policies, procedures, and requirements in addition to all state and federal laws and regulations
• Comply with Bank Secrecy Act, OFAC, and USA PATRIOT Act including accurate completion of Currency Transaction Report and Monetary Instrument Log, reporting of suspicious activities to a supervisor, Customer Identification Program for new members, accurate completion of new account activity profile, and identifying high risk accounts at account opening
• Create and promote a positive professional image of one’s self and the credit union
• Exemplify the credit union’s core values, service promise, and World Standard service
• Adhere to Arbor Financial Credit Union’s attendance policy
• Arrive to work and meetings on time
• Complete assignments in a timely manner

Perform all other duties as assigned

Requirements

Education and Experience:

• College coursework or equivalent experience required
• Financial services industry experience
• Service/sales experience preferred

Skills, Abilities, and other Requirements:

• Strong work ethic
• Strong desire for collaboratively serving others
• Strong computer and application skills
• Necessary verbal and written communication and grammar skills
• Ability to be bonded required
• Ability to successfully organize, prioritize, and manage multiple responsibilities
• Ability to keep up with a busy workflow
• Ability to sit/stand for long periods of time
• Ability to perform repetitive tasks
• Occasional travel to offsite locations may be required
• Team player with a positive attitude and flexibility
• Professional demeanor and personal