Senior Digital Experience Specialist

Description
Core Details

Main Branch – 6312 19th St W, Tacoma, WA 98466

Onsite – This role operates on a full-time basis at the location listed above.

Core Competencies

Member Focus: Prioritizes the needs, preferences, and experiences of members by delivering exceptional service, building trust, and creating value.

Instills Trust: Builds and maintains confidence and credibility with others through consistent, honest, and ethical behavior.

Drives Results: Consistently delivers high-quality outcomes by setting clear goals, maintaining focus, and ensuring accountability.

Cultivates Innovation: Inspires, generates, and implements creative ideas that improve processes, products, services, or organizational outcomes.

Position Summary
The Senior Digital Support Specialist provides exceptional service to members via multiple inbound and outbound channels (phone, email, and chat). This position sees the value in leveraging technology for both the internal and external member experience. The Senior Digital Support Specialist must have strong interpersonal skills with the ability to serve as second-level support to online channels, internal communication channels (email and service desk), and peers.

Significant Responsibilities

Supports member-facing technology including but not limited to 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, acting as a liaison between internal departments to solve cross-functional tasks that affect the member experience.

Seeks to deepen member relationships by delivering solutions to service members' needs, offering additional credit union products, promotions, and services to members, 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.

Assists 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.

Contributes to a culture of teamwork, continuous improvement, and operational excellence.

Works 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 an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.

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 an understanding of and adheres to the requirements of all federal, state, and local laws, including BSA and OFAC, as they relate to the 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.

Requirements
Key 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.

Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs required. Expert knowledge of current technology, browsers, and devices.

What Will Make You Stand Out

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 prioritize and organize work in a multitasked environment.

Flexibility is necessary as job responsibilities may change at any time.

Experience collaborating with cross-functional teams, including IT and other internal teams.

Thorough knowledge of Credit Union services and products, including the credit union’s field of membership.

Previous lending experience.

Position Working Conditions

The work environment for this role is located in an office setting.

Movements frequently and regularly require using wrists, hands, and/or fingers.

Frequently required to sit and stand for longer periods of time.

May work under tight time constraints.

Compensation

$22.05 - $26.66 per hour (depending on experience)

Benefits

100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time teammates.

50% Employer-paid spouse coverage, 65% Employer-paid dependent children coverage.

Flexible Spending Account (FSA), Dependent Care FSA, and 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.

Community impact, on us (up to 40 paid volunteer hours).

Shared Bonus Plan (when company goals are achieved).

90-day Introductory Period
All newly hired teammates at TAPCO Credit Union are subject to a 90-day introductory period beginning on their first day of employment. This period is intended to provide structure, clarity, coaching, and support while teammates learn their role and the organization. Completion of the introductory period does not guarantee continued employment or change the at-will employment relationship.

Equal Opportunity Employer Statement
TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.

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