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Digital Support Specialist

Company: Gesa Credit Union
Location: Richland
Posted on: January 5, 2022

Job Description:

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 GesaRole 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 unsecured and secure chats or IVR interactions for consumer and business accounts.Seeks to deepen member relationship by delivering solutions to service members' needs by offering additional credit union products, promotions, and services to members and promotes digital channels.Assists members via secure/unsecured email and chat channels in addition to second level support via phone queues.Makes outbound telephone calls/emails to existing members to retain and deepen relationships.Meets/exceeds department service level agreement expectations and individual KPIs.Assist with online business accounts enrollments, sophisticated bill pay inquiries, and makes updates to access or permissions on behalf of the member.Researches and resolves problems independently or with moderate mentorship from the Digital Manager or Digital Sales & Support Lead.Takes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgency.Has advanced job knowledge of product & services offered, advanced technical skills, and the ability to identify trends that may hinder the member experience.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.About You:Ability to organize, prioritize, and respond simultaneously to multiple tasks and requests.Effectively communicates ideas and information, both orally and in writing.Familiar with varied web browsers, phone operating systems and devices.Identifies trends or opportunities to advance issues proactively.Solve problems, locate and correct errors, in an accurate manner, with a sense of urgency.Fosters the Credit Union's culture with a high energy, positive attitude.Ability to analyze information and recommend achievable process improvements.Member centric with a friendly, professional demeanor.What You Will Need:Minimum of a high school diploma; some college course work preferred; degree highly desirable.2+ years in a Credit Union or Financial institution.Proven expert level knowledge of digital platform.Solid understanding of current technology, browsers, and devices.Some travel may be required to complete training or fulfill duties.Courtesy, tact, and subtlety with current and potential members, peers, and staff.Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired.Our Team Member Value Proposition:In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:Competitive PayMedical, Dental, Vision, and Life InsurancePaid Time Off - Plus 10 Paid Holidays!401(k) MatchIncentive ProgramTuition Assistance and Student Loan RepaymentCommuter BenefitsPaid Time Off to Volunteer in the CommunityProduct discountsEngaging Work EnvironmentRewards and Recognition ProgramsGet wise to what's possible with a career at Gesa. Join us!We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or to request an accommodation.Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.Selected candidate(s) must be able to pass a pre-employment drug screen which includes screening for all drugs considered illegal or controlled by the State of Washington, as well as, a credit/background check and a skills assessment.Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Keywords: Gesa Credit Union, Richland , Digital Support Specialist, Other , Richland, Washington

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