Digital Support Specialist ($500 Hiring Bonus)

Digital Support Specialist

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.

Role Summary:

The Digital Support Specialist provides exceptional service to members via multiple inbound and outbound channels (phone, email, and chat). This position sees the value in leveraging technology for both the internal and external member experience. The Digital Support Specialist must have strong interpersonal 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

About You:

• Use critical thinking skills to resolve member concerns while adhering to policies and regulations
• Utilize tools and resources to solve complex inquiries with minimal support from leadership
• Professional written and verbal communication
• Ability to organize, prioritize, and respond simultaneously to multiple tasks
• Member centric with a friendly, professional demeanor
• Make sound decisions that minimize risk in a timely manner. Act with a sense of urgency to resolve member impacting issues
• Participate in, support, and act as a leader in a cohesive team environment. Lead by example
• Foster the credit union's culture and adapt to changing priorities with a positive attitude
• Complete assigned training programs in a timely manner
• Display professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadership
• Demonstrate a high level of personal integrity and ethics
• Familiarity and comfort with financial systems and varied web browsers, phone operating systems, and devices
• Respect and support all areas of diversity in the workplace and our membership

Qualifications

• High school diploma or equivalent required; degree highly desirable
• Minimum of one (1) year of digital or online banking customer service experience required
• Minimum of one (1) year of contact center or financial institution experience required
• One (1) year of recent customer/member service experience
• Multi-system proficiency, including data entry, chat, email, secure messaging, Teams, and Microsoft Office
• Live technical support/call queue experience preferred
• Familiarity with Call Center technologies such as Genesys Cloud and Telephony preferred
• Experience with mobile banking applications
• Maintain confidentiality, control risk, and manage operations in accordance with Gesa policies, procedures, and regulatory requirements
• Some travel may be required to complete training or fulfill duties

Our Team Member Value Proposition:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year of Paid Time Off Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Get wise to what's possible with a career at Gesa. Join us!