Digital Banking Support Specialist

Texas Dow Employees Credit Union; Northern (KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Texas Dow Employees Credit Union is seeking a Digital Service & Support Representative to deliver world-class service in an inbound call center setting. You will assist members with online banking, Bill Pay, Email, and Chat, educating them on self-service options and guiding them to effective resolutions.

The role emphasizes problem solving, quick decision making, and a commitment to one-call resolution while meeting performance targets and staying current on digital banking trends.

Qualifications

• High School Diploma or equivalent required.
• Six months as Member Care Representative 1 or previous Digital Services experience required.
• Previous customer service experience required.
• Call Center or Banking experience is a plus.
• Additional training or experience with technical support or troubleshooting online and mobile banking issues is preferred.

Responsibilities

• Respond to inquiries from members, prospective members and third parties via multiple contact methods.
• Educate members on digital self-service tools and troubleshoot online and mobile banking issues.
• Proactively recommend services and solutions to improve members' lives.
• Maintain performance metrics including time utilization, quality of work, and productivity.
• Strive to provide one call resolution.

Skills

Digital Banking

Customer Service

Analytical Thinking

Time Management

Problem Solving

Teamwork

Education

High School Diploma

Tools

Microsoft Office

Core Banking Systems

Web Browsers

Job description

Texas Dow Employees Credit Union is seeking a Digital Service & Support Representative to deliver world-class service in an inbound call center setting. You will assist members with online banking, Bill Pay, Email, and Chat, educating them on self-service options and guiding them to effective resolutions.

The role emphasizes problem solving, quick decision making, and a commitment to one-call resolution while meeting performance targets and staying current on digital banking trends.