Digital Banking Support Specialist

Capital Credit Union; New York (NY); Hybrid; USD 36,000 - 52,000; Full time

Job summary

Capital Credit Union is seeking a Digital Support Specialist to assist members via phone, chat, and secure message, focusing on digital banking troubleshooting and account assistance. This role emphasizes member advocacy and quality service while building lasting relationships.

The position includes using a ticketing system for Digital Banking, Bill Pay and Zelle, promoting products and services, and contributing to first-call resolution wherever possible.

Qualifications

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; basic arithmetic.
• Proficiency with Microsoft Office (Word/Excel) and email/Docusign is required.
• Knowledge of credit union products and procedures to process transactions is essential.

Responsibilities

• Answer member calls for Digital Support, including the call queue and internal inquiries.
• Utilize and manage ticketing system for Digital Banking, Bill Pay and Zelle issues; assist with new agreements and account setup.
• Assist members via Secure Message, chat, or Digital Banking channels.
• Assist with basic account queries and deposits/transactions over phone or chat.
• Educate members on electronic options and Capital Credit Union products and services; promote loans, CDs, digital banking, debit cards, and direct deposit.

Skills

Attention to detail

Analytical ability

Interpersonal skills

Sales skills

Independent judgment

Education

High school education

Tools

Microsoft Word

Microsoft Excel

DocuSign

E-Mail

Job description

Capital Credit Union is seeking a Digital Support Specialist to assist members via phone, chat, and secure message, focusing on digital banking troubleshooting and account assistance. This role emphasizes member advocacy and quality service while building lasting relationships.

The position includes using a ticketing system for Digital Banking, Bill Pay and Zelle, promoting products and services, and contributing to first-call resolution wherever possible.