Job Information
GESA CREDIT UNION Digital Support Specialist in Millwood, Washington
Take a leap and join our team!
At Gesa, we believe in the power of our people. Coming from all walks of life, our team members' individual stories and unique experiences are our most valuable asset. But it's how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
*Get to know us: *About - Gesa Credit Union{target="_blank" rel="noreferrer noopener"}
Role Summary:
The Digital Support Specialist provides outstanding service to members via multiple inbound and outbound channels (phone, email, and chat). This position sees the value in using technology for both the internal and external member experience. The Digital Support Specialist must have strong communication skills with the ability to serve as second level support to online channels, internal communication channels (email and service desk) and peers.
What You Will Be Doing:
- Supports member facing technology including but not limited to: Internet Banking, Mobile Banking, Bill Payment, P2P, FastCash, SMS and chat AI for unsecure and secure chats or IVR interactions for consumer accounts.
- Possesses a core understanding of financial literacy and is able to discuss with members and team members.
- Seeks to deepen member relationship by delivering solutions to service members' needs. Offers additional credit union products, promotions, and services to members and promotes digital channels.
- Provides an exceptional member experience via secure and unsecure email and chat channels.
- Provides second level support via phone queues for various credit union departments. Acts as a liaison between internal departments to solve cross-functional tasks that affect the member experience.
- Makes outbound calls/emails to existing members to retain and deepen relationships.
- Meets/exceeds department service level agreement expectations and individual KPIs.
- Assists with online account enrollments, complex bill pay inquiries, and makes updates to access or permissions on behalf of the member.
- Researches and resolves problems independently or with moderate guidance from the Lead Digital Support Specialist or Digital Relationship Manager.
- Takes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgency.
- Demonstrates an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
- Pulls and analyzes data to uncover member and team member needs. Identifies red flags in data and completes tracking and reporting of daily activities.
- Works closely with IT, member experience groups and leadership on a broad variety of projects, serving as project subject matter expert and ensuring timelines are met.
- Performs other duties as assigned.
Qualifications
What You Will Need:
Minimum of a high school diploma; some college course work preferred; degree highly desira