Digital Support Representative, Jr

Company Description

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here.

Job Description

The Digital Support Representative delivers exceptional support to members and internal staff across the organization's digital products and services. This role serves as a key resource for resolving digital banking inquiries, troubleshooting issues, and ensuring timely, accurate communication regarding service requests and system enhancements.

Responsibilities include investigating and documenting reported issues, identifying root causes, reproducing defects, assessing member impact, and partnering with development teams to drive prompt resolution. The Digital Support Representative monitors issue progress and keeps stakeholders informed throughout the resolution process.

The role also supports user acceptance testing (UAT) for new digital solutions and enhancements, helping ensure a high-quality member experience and reducing post-release defects. Additionally, this position assists with the implementation of new digital features while providing ongoing support for existing digital products and services.

As a champion of digital adoption, the Digital Support Representative identifies opportunities to improve the member experience, increase utilization of digital channels, and enhance operational efficiencies through member feedback and continuous improvement efforts. This role serves as a primary point of resolution for inquiries received through the digital support queue and is committed to delivering an exceptional digital experience for both members and employees.

Essential Functions

• Digital Support:
  • Meeting and maintaining service metrics to include: Service Level Agreements (SLA), Call Abandonment Average Wait Time (AWT) and Average Handle Time (AHT).
  • Translate technical concepts into clear instructions for staff, imparting understanding, and confidence in digital products.
  • Refer sales and service initiatives through electronic channels to membership and staff. Increase channel usage and credit union sales opportunities. Increase staff knowledge of digital products and services.
• User Acceptance Testing and Defect Triage/Monitoring:
  • Participate in user acceptance review prior to product launch.
  • Support the implementation of new features, enhancements, and eliminations through direct support of members and employees' escalated service issues.
  • Efficiently report, monitor, and communicate resolutions to staff and membership regarding digital issues
  • . Report defects to development teams in a timely manner to reduce member friction and enhance member experience.
• Represent voice of the member/staff in real-world application of digital channels:
  • Provide feedback on feature enhancements that will improve staff and member engagement with digital channels.
  • Represent voice of the member/staff in real-world application of digital channels.
• Product Support: Support projects within Ent's strategic plans as related to digital products and services. Help maintain relevant, efficient product offerings.
• Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

• High School Diploma/G.E.D. or equivalent, required
• 1+ years' experience in the financial service industry or customer service, required
• 6+ months years' electronic product support experience, preferred

Technical or Specialized Knowledge/Skills:

• Knowledge relevant to the financial industry.
• Knowledge of digital channels with the ability to troubleshoot and document issues to sufficiently report defects to the development team for prompt resolution.
• Strong written and verbal communication skills.
• Excellent organizational skills to efficiently monitor issues and report resolutions to staff and membership.
• Excellent conflict management and resolution skills with the ability to de-escalate member concerns professionally.
• Ability to translate technical concepts into clear instructions for frontline staff, imparting understanding, and confidence to those who are otherwise laymen.
• Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking.
• (preferred) Knowledge of Azure.
• (preferred) Proficiency with Symitar, Bill Pay Administration, Online Banking and Online Banking Administration, CRM, Vertifi.

Additional Information

PAY RANGE: $20 to $23 per Hour (S11), plus 7% annual target bonus.

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.



BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

We anticipate this position to close on 09/04/2026. Please submit your application at your earliest convenience to be considered.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Compensation: USD 20 - USD 23 - hourly