Senior Digital Experience Specialist

Overview Join a Legacy of People Helping People Position Purpose: The Senior Digital Support Specialist provides exceptional service to members via multiple inbound and outbound channels (phone, email, and chat). This position leverages technology to enhance both the internal and external member experience. The Senior Digital Support Specialist serves as second-level support to online channels, internal communication channels (email and service desk), and peers, with strong interpersonal skills. Base Expectations Embraces and lives TAPCO's Values. We are People-Centric We are Curious We are Inclusive We are Collaborative We are a Trusted Partner Core Competencies Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions. Instills Trust: Build trust by making good and timely decisions while consistently achieving results, even under challenging circumstances. Drives Results: Make good and timely decisions while consistently achieving results, even under challenging circumstances. Cultivates Innovation: Create new and better ways for the organization to be successful even during times of uncertainty. Leadership Competencies Drives Purpose and Vision: Paint a compelling picture of the vision and strategy for TAPCO through the development and motivation of their team. Plans and Aligns: Planning, prioritizing, providing direction and removing obstacles to keep TAPCO moving forward and meeting organizational goals. Requirements Position Responsibilities Supports member facing technology including Internet Banking, Mobile Banking, Digital Account Opening, Digital Loan Applications, Bill Payment, and secure and unsecured chat interactions. Provides second level support via phone queues for various credit union departments; acts as a liaison between internal departments to solve cross-functional tasks affecting the member experience. Seeks to deepen member relationships by delivering solutions to members' needs by offering additional credit union products, promotions, and services and promoting digital channels. Provides exceptional member experience via secure and unsecured email and chat channels. Assists with online account enrollments, complex bill pay inquiries, and digital loan applications. Assist with training Credit Union staff on available digital products and services, policies, procedures, and regulatory requirements. Researches and resolves problems independently or with minimal guidance. Meets/exceeds department service level agreement expectations and individual KPIs. Leads with a digital-first mindset, coaching staff to leverage technology, digital tools, and innovative solutions to meet member needs efficiently and effectively. 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. Contribute to a culture of teamwork, continuous improvement, and operational excellence. Work independently with strong initiative, resourcefulness, and sound judgment. Takes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgency. Demonstrates up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures. Contribute to a culture of teamwork, continuous improvement, and operational excellence. Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures. Demonstrates understanding of and adheres to the requirements of all federal, state, and local laws, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC), as it relates to job functions. Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into daily workflow. Assumes responsibility for other duties as required or assigned. Maintains confidentiality, controls risk, and manages operations in accordance with TAPCO policies, procedures, and regulatory requirements. Position Qualifications Minimum Qualifications: High School diploma, or equivalent. 1-3 years’ experience at a financial institution. Proven experience in digital systems support, data analysis, or a related technical or operational role. Strong analytical and problem-solving abilities. Excellent written and verbal communication skills. Strong organizational and time-management skills with a proven ability to meet deadlines. Ability to work independently with minimal supervision. Demonstrated ability to provide exceptional customer service. High level of initiative, resourcefulness, and accountability. Familiarity with system performance monitoring, process optimization, or workflow analysis is preferred. Proactive problem solver. Ability to effectively communicate with teams across the organization. Ability to prioritize and organize work in a multitasked environment. Flexibility as responsibilities may change during employment. Proficient with Microsoft Office and standard office equipment; proficiency with call center programs required. Expert knowledge of current technology, browsers, and devices. Preferred Qualifications: Experience collaborating with cross-functional teams, including IT and other internal teams. Understanding of the credit union’s field of membership. Thorough knowledge of Credit Union services and products. Previous lending experience. Position Working Conditions The work environment is an office setting, and in-person. Movements frequently and regularly required using the wrists, hands, and/or fingers. Frequently required to sit and stand for longer periods of time. May work under tight time constraints. 90-day Introductory Period All newly hired employees at TAPCO Credit Union are subject to a 90-day introductory period beginning on their first day of employment. Completion of the introductory period does not guarantee continued employment or change the at-will employment relationship. Salary Starting rate of $22.05 - $24.25 per hour (depending on experience). Benefits 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees. 50% Employer-paid spouse coverage. 65% Employer-paid dependent children coverage. Flexible Spending Account (FSA) Dependent Care FSA Health Savings Account (HSA) 401(k) Plan with up to 7% match 100% Employer-Paid Life Insurance/AD&D package Paid Vacation and Sick Time 11 Paid Holidays + 1 Floating Holiday Optional Short- and Long-Term Disability Employee Assistance Program 40 paid volunteer hours Shared Bonus Plan (when company goals are achieved) DEIBA Purpose Statement TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved feel valued and respected. We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work. We are committed to nondiscriminatory practices and provide equitable opportunity for all. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard. We welcome every person to bring their authentic perspective and experience to advance our mission. We focus on real people's experiences to uncover and address systemic inequities. We address our gaps and inequities through products, practices, and policies that uplift our employees, members, and community. We put allyship into action every day. We value the seen and unseen qualities that make you who you are. Equal Opportunity Employer Statement TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. TAPCO does not discriminate on the basis of any characteristic protected by applicable laws. Equal employment opportunity applies to all terms and conditions of employment. #J-18808-Ljbffr TAPCO Credit Union