Digital Experience Specialist

Description

The primary function of this position is to help create and support a state-of-the-art out of branch experience by processing member requests, payments, deposits and more that are received both digitally and through the mail. This position will also assist with incoming faxes as well as perform various other administrative and clerical duties.

Essential Functions

• Ensure that we are delivering service, to both internal and external members, in alignment with the credit union’s purpose statement: We’ll Help You Get There, Wherever That May Be.
• Process a high volume of incoming mail on a daily basis.
• Process member requests received through channels such as (but not limited to) voicemail, mail, secure messaging, email, or faxes regarding the member’s accounts.
• Process Social Security and Medicaid Verifications through the SSI Asset Verification Program and Acuity
• Remain current on credit union product knowledge and use that knowledge to meet members’ needs.
• Meet all established service goals to ensure timely processing of members requests.
• Adhere closely to member confidentiality and authentication procedures.
• Direct member concerns in a timely manner to the appropriate team members.
• Communicate member service concerns to management.
• Research and resolve members’ problems related to their accounts.
• Order share drafts, ATM/Debit Cards for members.
• Process loan payments.
• Process the adjustments, changes, or deposits to existing accounts as requested by the member.
• Prepare credit union transfers and other wires for members as requested.
• Process IRA deposits, rollovers, transfers, withdrawals, and closures.
• Process Letters of Guarantee
• Notate Returned Mail for Deceased and Dormant Memberships
• Scan all member related documentation upon initiation.
• Perform stop payment requests.
• Cross-train to become proficient and knowledgeable in the sales and operations of the credit union.
• Attend staff meetings and training sessions.
• Record retention and proper destruction of paper documents and electronic files.
• Processing wires requests. These requests are both incoming and outgoing verifying and releasing
• Completing tasks that are associated with wire requests such as completing wire logs, processing receipt and forms combining supporting documents in Adobe and filing in Fast Docs, research, etc.
• Processing and researching Remote Deposit Capture releases or deletions
• Processing and researching check-Alt ATM deposits review and release or deletions
• Opening online accounts
• Helping and filling in at branches when necessary.

Requirements

• Requires education equivalent to a four-year high school diploma.
• Previous related experience in an office setting required.
• At least 2 to 3 years of customer service experience preferred.
• At least 1 to 2 years of experience in a financial institution highly preferred.
• Professional, well-developed interpersonal skills essential for serving members and projecting a positive image as a representative of the credit union.
• Excellent time management skills are essential as well as professional, well-developed interpersonal skills to deal courteously and effectively with a diverse group of people.
• Requires a working knowledge of PCs in a Windows environment, multi-line telephones.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Work requires working knowledge PC operations and Microsoft Office products.
• Basic mathematical skills required (adding, subtracting, multiplying, dividing).

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.