Digital Account Specialist

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Digital Account Specialist
Member Contact Center, Jackson, MI, US

9 days ago Requisition ID: 2947

We are looking for an Digital Account Specialist!

Below are more details before you decide to apply:

Location: onsite in Jackson, MI in a Call Center Environment

Position: Digital Account Specialist

Hourly: $21.13/hour (Competitive)

Benefits start on day one: Health, Dental, Vision, Time Off

All offers of employment are contingent upon background screens

The Digital Account Specialist is responsible for delivering excellent member experience through responding to member needs via electronic delivery channels. The Digital Account Specialist must be equipped to respond to general member questions, account inquiries, loan questions, and member concerns. This position requires excellent communication skills to effectively engage and recognize the member’s needs and ensure that they are offered products and services that will assist the member with reaching financial wellness. The Digital Account Specialist works collaboratively with their team to assure that the member experience is superior, and goals are achieved.

Essential Job Functions

Engaged Communication:

Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.

GREAT Service Standards:

Commitment to offering superior member experience while following all the GREAT service standards.

Focus on Purpose/Mission:

Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.

Scorecard Accountability:

Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals.

Attention to Detail and Confidentiality:

Ensure that all member activity is done accurately. Maintain confidentiality by avoiding unauthorized disclosure of member information.

Employee Culture:

Committed to building and supporting an engaging and inclusive culture for all.

Core Process, Policy and Procedure Review and Recommendations:

Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements.

Community Advocate:

Serves as a representative of the credit union while in the community.

Department and District Support:

Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch. Willingness to mentor and support other team members.

People Focused and Strong Communication:

Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.

Achiever, Initiative and Goal Driven:

The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Committed to executing individual scorecard goals as well as achieving branch goals.

Focused, Accuracy, Attention to Detail:

Thoroughness and accuracy in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Trustworthy, Reliability and Confidentiality:

Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Follows all core process, policies, and procedures.

Engaged and Collaborative:

The employee will work with others to achieve common organizational goals in a spirit of honoring diversity and mutual respect. Effectively communicates by actively listening and sharing relevant information with co-workers, supervisor(s), and members so as to anticipate problems and ensure the effectiveness of the institution.

Humbly Confident and Inquisitive:

Committed to asking questions for clarification so that confidence is built in the member relationships. Admit when there is an opportunity for improvement and celebrate with the team when we win together.

Key Accountability Items

Support and Collaborate with Department Team

Accuracy on transactions and completion of account documents

Uphold GREAT service standards

Personal Scorecard Results

High level of knowledge of all products and services

Requirements

A minimum education of high school diploma or GED.

Cash handling or sales experience.

The Ideal Candidate

Excellent verbal and written communication skills

Working knowledge of PC applications such as Microsoft Office

Ability to work independently or as a collaborative member of a team

Ability to direct other team members and coach others

Knowledge of credit union products, services, policies, core processes and procedures

Ability to provide supervisory leadership of professional- and intermediate-level staff

Demonstrated member-focused strategy skills

Demonstrated skill in gathering, reporting, and summarizing trends in data

Ability to express oneself clearly and articulately both orally and in writing

Ability to make decisions and take initiative in problem resolution

Ability to exercise tact and responsibility with handling confidential information

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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