Digital Services Specialist - Jacksonville, United States - RADIFI FEDERAL CREDIT UNION

Description

Job Description

RadiFi Credit Union (formerly known as Jax Federal Credit Union) is seeking a Digital Services Specialist to be responsible for supporting the digital banking mobile and desk top daily operations, upgrades, and special digital projects in coordination with the Member Engagement Center (MEC) Manager. This includes online chat, secure messaging, and payment portal.

This role will maintain a high level of service quality for both internal and external customers, supporting most digital banking operations in coordination with management. This position will be the main day-to-day contact for the digital banking and associated platforms, and will coordinate communications with deposit operations, IT and other cross-functional teams when needed. This role will escalate and help trouble shoot any system and member issues to resolve in a timely manner; along with expediting and assisting in any outages that may occur in digital banking and other integrated systems.

This position will also assist in training and inspiring digital banking usage among the retail associates, branch and MEC, to increase the teams' knowledge and engagement with members on these services to ultimately increase their digital adoption and usage.

This specialist will also provide specialized service to members and potential members on eService products by way of telephone, chat, email, and other digital service tools through our digital engagement platform. At times, he/she may serve as a Member Engagement Center Representative, including performing teller and lending transactions, member services and directing phone calls to the requested area. Electronic services include but are not limited to online banking, web bill pay, ATMs (Automated Teller Machines), ITMs (Interactive Teller Machines), kiosks, and websites (storefront and internal).

Status: Full-time Hourly

Major Duties and Responsibilities:

• May act as a liaison between the Credit Union and vendors to ensure updates are implemented and product enhancement requests are made.
• Conducts video transactions through Interactive Teller Machines, while simultaneously providing additional member service support as needed.
• Support the monitoring of vendors ticketing system to ensure requests and follow-up work are done in a timely manner so that issues are quickly resolved, and update/enhancements are made based on agreed upon deadlines.
• Works with vendor, management, and IT when a new release requires a configuration, conducts UAT testing in all system formats (Apple, Android, and others) and moves to production for go live. Coordinates trouble shooting with vendor and IT when issues, member, or system, occur.
• Tracks member and associate feedback for potential product enhancements.
• Stays up to date with updates on significant enhancements and supports marketing efforts in notifying members.
• May assist in preparing reports and monitoring adoption, penetration, usage, and other key metrics associated with online/mobile banking and its various services.
• Assist with marketing to increase member adoption and usage.
• Receives and properly manages incoming communications from associates and members, which may be from email, secure messaging, chat, telephone, etc.
• Provides ongoing assistance to members and associates using electronic services including assisting digital partners in researching and resolving online technical issues and problems.
• Assists members and potential members with their telephone, chat, text, secure messaging, video conferencing requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their manager, along with their recommendations.
• Identifies sales/service opportunities and recommends services that would benefit the members.
• Assists in cross-training staff in all areas of digital/mobile banking.
• Assists in reviewing department procedures specific to digital banking.
• Is a key contact for system alerts and escalates accordingly to expedite a fast resolution.
• Monitors digital channels for downtime, speed of processing, unusual activity, etc.
• Performs other related duties as assigned.

Knowledge and Skills

Experience:

2 years of customer support experience (preferably in digital banking products). Must have strong comfort level in digital/mobile technologies, their corresponding platforms and the ability to effectively communicate with members, vendors and others on these systems, while proactively solving their related issues.

Education/Certifications/Licenses:

An associate degree preferred or equivalent experience; a high school degree or GED is required.

Interpersonal Skills:

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills:

• Courtesy and tact are essential elements as work involves interaction with customers, vendors, and others inside the organization.
• Analytical can-do mindset is important.
• Proven track record in coordinating and completing tasks timely.
• Proven ability to manage enhancements and product projects.
• Ability to assist in resolving problems by taking the necessary steps to research, troubleshoot and discuss with customers, staff, and vendors.
• Ability to educate and ensure all users are following correct Digital Banking/information security procedures.

ADA Requirements

Physical Requirements:

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements:

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Acknowledgment

Nothing in the position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.