Digital Banking Support Specialist

Michedcu; Plymouth (MI); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid holidays

401(k) plan

Flexible spending accounts

Job summary

MECU in Michigan seeks a Digital Banking Specialist to help members and employees use MECU’s digital banking services confidently and effectively. The role responds to questions, researches and resolves routine issues, and assists with staff training and digital banking projects in coordination with the Digital Banking Manager.

The specialist also supports service improvements, keeps support information current, and collaborates with other MECU teams while following security and privacy

Qualifications

• High school diploma or equivalent required.
• Equivalent combinations of education, training, and relevant experience may be considered.
• Ability to communicate effectively with members and employees by phone and in writing.
• Ability to manage multiple inquiries and assignments while meeting service and follow-up expectations.
• Ability to maintain a professional and dependable presence in a team-oriented environment.

Responsibilities

• Respond to member and employee questions about online and mobile banking, online account opening, bill pay, eStatements, digital payments, transfers, card controls, alerts, and related services.
• Provide support through channels which may include phone, email, chat, service tickets, or referrals from branches and other departments.
• Explain how to use digital services in clear, member-friendly language and help users complete routine tasks.
• Gather relevant details, reproduce or investigate reported problems, and determine the appropriate next step.
• Resolve issues within the position’s access and authority; route complex issues to the appropriate team.
• Track open issues through resolution and document recurring issues and resolution steps.
• Maintain working knowledge of MECU’s digital banking services and support procedures.
• Follow MECU procedures for identity verification and protect member data.
• Help branch and call center staff understand digital features and share patterns with managers.
• Participate in testing digital banking enhancements and support rollout activities.

Skills

Strong written and verbal comms

Member service skills

Clear explanations of technicals

Problem solving and research

Attention to detail

Time management and organization

Education

High school diploma or equivalent

Equivalent education/experience considered

Tools

Web-based systems

Office applications

Job description

MECU in Michigan seeks a Digital Banking Specialist to help members and employees use MECU’s digital banking services confidently and effectively. The role responds to questions, researches and resolves routine issues, and assists with staff training and digital banking projects in coordination with the Digital Banking Manager.

The specialist also supports service improvements, keeps support information current, and collaborates with other MECU teams while following security and privacy