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.Get to know us: About - Gesa Credit UnionRole 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 accountsPossesses a core understanding of financial literacy and is able to discuss with members and team membersSeeks to deepen member relationship by delivering solutions to service members’ needs. Offers additional credit union products, promotions, and services to members and promotes digital channelsProvides 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 experienceMakes outbound calls/emails to existing members to retain and deepen relationshipsMeets/exceeds department service level agreement expectations and individual KPIsAssists with online account enrollments, complex bill pay inquiries, and makes updates to access or permissions on behalf of the memberResearches and resolves problems independently or with moderate guidance from the Lead Digital Support Specialist or Digital Relationship ManagerTakes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgencyDemonstrates an up-to-date and comprehensive knowledge of all credit union products, services, policies, and proceduresPulls and analyzes data to uncover member and team member needs. Identifies red flags in data and completes tracking and reporting of daily activitiesWorks closely with IT, member experience groups and leadership on a broad variety of projects, serving as project subject matter expert and ensuring timelines are metAbout You:Use critical thinking skills to resolve member concerns while adhering to policies and regulationsUtilize tools and resources to solve complex inquiries with minimal support from leadershipProfessional written and verbal communicationAbility to organize, prioritize, and respond simultaneously to multiple tasksMember centric with a friendly, professional demeanorMake sound decisions that minimize risk in a timely manner. Act with a sense of urgency to resolve member impacting issuesParticipate in, support, and act as a leader in a cohesive team environment. Lead by exampleFoster the credit union’s culture and adapt to changing priorities with a positive attitudeComplete assigned training programs in a timely mannerDisplay professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadershipDemonstrate a high level of personal integrity and ethicsFamiliarity and comfort with financial systems and varied web browsers, phone operating systems, and devicesRespect and support all areas of diversity in the workplace and our membershipWhat You Will Need:Minimum of a high school diploma; some college course work preferred; degree highly desirableAt least three (3) years of customer service experience preferred. At least two (2) years in a credit union or financial institutionDemonstrate and support credit union values and service standardsMaintain confidentiality, control risk, and manage operations in accordance with Gesa policies, procedures, and regulatory requirementsProficient with Microsoft Office software and standard office equipment; proficiency with call center programs required. Expert knowledge of current technology, browsers, and devicesReport for work on time and maintain a schedule of regular attendanceSome travel may be required to complete training or fulfill dutiesCourtesy, tact, and diplomacy with current and potential members, peers, and staffOur 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 Insurance20 days/year of Paid 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 ProgramsSalary Range:Richland, WA: $20.00-$33.07Spokane, WA: $20.00-$33.07Lynnwood, WA: $22.54-$37.57While our full pay range is listed, most new team members typically start between the minimum and midpoint based on their experience and qualifications. This approach gives room to grow within the role as your career progresses with us!"Get 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 View phone number on click.appcast.io or View email address on click.appcast.io 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 credit/background check.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.Equal Employment Opportunity (gesa.com) #J-18808-Ljbffr