Tucson Federal Credit Union
Digital Engagement Specialist I
Tucson Federal Credit Union, Tucson, Arizona, United States, 85718
Digital Engagement Specialist I
Job Title
Digital Engagement Specialist I
Reports To Digital Engagement Manager
Exemption Status Non-exempt
Primary Function Provide exceptional member experiences via electronic service delivery channels, using a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit.
Compensation Starting Hourly Rate: $21.00
Essential Functions
Ensure exceptional member service through a variety of electronic service delivery channels, such as: inbound and outbound calls, chats, texts and e-mails.
Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs.
Respond to member inquiries regarding credit union products/services/programs, process member transactions, support online banking products, provide loan application status updates and transfer calls to appropriate departments.
Provide support to front line during the troubleshooting of digital products and services.
Follow credit union Member Privacy Policy and member identification procedures.
Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Maintain member and TFCU privacy and confidentiality.
Other Duties/Responsibilities
Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided.
Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times.
Gain and retain a high-level knowledge of all TFCU policies and procedures.
Adhere to TFCU’s attendance and punctuality policy.
Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
Engage in behavior that aligns with the credit union’s cultural beliefs.
Knowledge, Skills & Abilities Education High school diploma or its equivalent required.
Experience Five (5) years’ work experience required, preferably in customer service and/or call center capacity.
Level 1
Minimum Years of Customer Service-related Experience: 5
Education/Training/Functions:
Beginning level of training with MS Office.
Basic general computer skills (e.g., using email, navigating the internet, search functions).
Assists members using Chat/Text/Email channels.
Completes department administrative tasks.
Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).
Completion timeline: Within 180 days of employment for external hires; prior to achieving Level 2 for internal employees.
Level 2
Minimum Years of Customer Service-related Experience: 5
Education/Training/Functions:
In addition to Level 1 Education/Training/Functions:
Intermediate computer skills (e.g., tables and graphics).
Provides support to peers, including answering questions and remote de-escalation of member calls.
Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).
Completion timeline: Within 180 days of employment for external hires; prior to achieving Level 2 for internal employees.
Level 3
Minimum Years of Customer Service-related Experience: 7
Education/Training/Functions:
In addition to Level 2 Education/Training/Functions:
Advanced computer skills training (e.g., troubleshooting and technology).
Serves as contact for escalated member calls.
Handles advanced supervisory functions (e.g., queue and quality monitoring, scheduling, and branch security procedures).
Provides leadership and coaching.
At least 1 year of experience in a leadership capacity or identified as a candidate for the Prospective Leader Program.
Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).
Trainer
Minimum Years of Customer Service-related Experience: 7
Education/Training/Functions:
Advanced level of training with MS Office.
Advanced computer skills training (e.g., troubleshooting and technology).
Ability to deliver training and feedback via technology and in person.
At least 2 years of experience in a Digital Engagement Specialist position preferred.
Qualifications
A working knowledge of credit union operations, policies and procedures.
A familiarity with credit union products and services.
Ability to operate computer keyboard to input data at an advanced level.
Ability to use Microsoft Office Suite and Internet browsing proficiently.
Ability to read and interpret computer screen and printout.
Ability to perform intermediate mathematical calculations.
Hours Required Monday through Saturday, as scheduled.
Physical Demands
Sit, Stand, Walk and Bend: While performing the duties of this job, this position requires extended times of sitting, up to eight hours, and may need to walk about inside the building. Bending is also sometimes required to reach low cabinets and drawers.
Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms.
Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.
Seniority Level Not Applicable
Employment Type Full-time
Job Function Design, Art/Creative, and Information Technology
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Reports To Digital Engagement Manager
Exemption Status Non-exempt
Primary Function Provide exceptional member experiences via electronic service delivery channels, using a consultative approach to handle every member need, from service to sales, with warmth and a collaborative spirit.
Compensation Starting Hourly Rate: $21.00
Essential Functions
Ensure exceptional member service through a variety of electronic service delivery channels, such as: inbound and outbound calls, chats, texts and e-mails.
Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs.
Respond to member inquiries regarding credit union products/services/programs, process member transactions, support online banking products, provide loan application status updates and transfer calls to appropriate departments.
Provide support to front line during the troubleshooting of digital products and services.
Follow credit union Member Privacy Policy and member identification procedures.
Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Maintain member and TFCU privacy and confidentiality.
Other Duties/Responsibilities
Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided.
Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times.
Gain and retain a high-level knowledge of all TFCU policies and procedures.
Adhere to TFCU’s attendance and punctuality policy.
Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
Engage in behavior that aligns with the credit union’s cultural beliefs.
Knowledge, Skills & Abilities Education High school diploma or its equivalent required.
Experience Five (5) years’ work experience required, preferably in customer service and/or call center capacity.
Level 1
Minimum Years of Customer Service-related Experience: 5
Education/Training/Functions:
Beginning level of training with MS Office.
Basic general computer skills (e.g., using email, navigating the internet, search functions).
Assists members using Chat/Text/Email channels.
Completes department administrative tasks.
Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).
Completion timeline: Within 180 days of employment for external hires; prior to achieving Level 2 for internal employees.
Level 2
Minimum Years of Customer Service-related Experience: 5
Education/Training/Functions:
In addition to Level 1 Education/Training/Functions:
Intermediate computer skills (e.g., tables and graphics).
Provides support to peers, including answering questions and remote de-escalation of member calls.
Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).
Completion timeline: Within 180 days of employment for external hires; prior to achieving Level 2 for internal employees.
Level 3
Minimum Years of Customer Service-related Experience: 7
Education/Training/Functions:
In addition to Level 2 Education/Training/Functions:
Advanced computer skills training (e.g., troubleshooting and technology).
Serves as contact for escalated member calls.
Handles advanced supervisory functions (e.g., queue and quality monitoring, scheduling, and branch security procedures).
Provides leadership and coaching.
At least 1 year of experience in a leadership capacity or identified as a candidate for the Prospective Leader Program.
Completes BVS courses (number and scope TBD by Member Experience Senior Leadership).
Trainer
Minimum Years of Customer Service-related Experience: 7
Education/Training/Functions:
Advanced level of training with MS Office.
Advanced computer skills training (e.g., troubleshooting and technology).
Ability to deliver training and feedback via technology and in person.
At least 2 years of experience in a Digital Engagement Specialist position preferred.
Qualifications
A working knowledge of credit union operations, policies and procedures.
A familiarity with credit union products and services.
Ability to operate computer keyboard to input data at an advanced level.
Ability to use Microsoft Office Suite and Internet browsing proficiently.
Ability to read and interpret computer screen and printout.
Ability to perform intermediate mathematical calculations.
Hours Required Monday through Saturday, as scheduled.
Physical Demands
Sit, Stand, Walk and Bend: While performing the duties of this job, this position requires extended times of sitting, up to eight hours, and may need to walk about inside the building. Bending is also sometimes required to reach low cabinets and drawers.
Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms.
Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.
Seniority Level Not Applicable
Employment Type Full-time
Job Function Design, Art/Creative, and Information Technology
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