Digital Experience Representative

TBA Credit Union; Traverse City (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

TBACU is seeking a Service Center Representative to assist members in person and virtually. You will handle ITM transactions, respond to inquiries, and promote credit union products through multiple digital channels. This role emphasizes accuracy, security, and outstanding member service in a fast-paced environment.

You will work onsite in Traverse City, MI, supporting video interactions and online banking tools while maintaining service standards and confidentiality.

Qualifications

• High school diploma or equivalent required or preferred.
• Previous customer service experience preferred.
• Ability to communicate clearly in video, phone, and written channels.

Responsibilities

• Respond to members courteously and promptly via video or other channels.
• Process deposits, payments, transfers, and withdrawals accurately.
• Provide information on credit union products and services.
• Support e-services including online banking and mobile app.
• Maintain member confidentiality and follow security procedures.
• Educate members on fraud prevention and financial well-being.

Skills

Customer service

Video conferencing

Microsoft Office

Excel

Data entry

Communication skills

Teamwork

Education

High school diploma or equivalent

Customer service experience preferred

Tools

Excel

Microsoft Office 365

Video conferencing

Job description

The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security.

Provide excellent member service and assist members virtually with ITM transactions and digital communication channels. Effectively communicating with internal and external members in accordance with the credit union’s service standards and promoting credit union products and services.

Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.

• I will provide an immediate and friendly greeting.
• I will service you with a smile.
• I will address you by name.
• I will give you my full attention.
• I will make recommendations to improve your financial well-being.
• I will treat you with courtesy and respect.
• I will thank you for your business.
• I will respond to messages before the end of the day.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must satisfactorily perform each essential duty.

• Respond to members in a courteous, professional, and timely manner, providing prompt, accurate and efficient service in accordance with credit union service standards.
• Accurately process transactions for members. Including but not limited to deposits, payments, transfers, and withdrawals, verifying signatures and member balances as needed.
• Answer member inquiries courteously and promptly by providing accurate and timely information.
• Provide routine information on credit union products and services.
• Track pending and approved sales using credit union’s data processing system.
• Provide member support for our growing portfolio of e-services including online banking, mobile app, bill payment, e-notices, e-alerts, e-statements, online loan payment portal and digital communication channels.
• Build positive relationships with members by assessing needs and recommending appropriate financial solutions.
• Serve as a Service Center Representative, as needed.
• Maintain thorough knowledge of credit union, policies, and standards as well as all applicable federal and state laws and regulations.
• Maintain comprehensive knowledge of credit union products, specifically as they relate to deposit services.
• Maintain a positive and cooperative approach towards work and working with team members and members.
• Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Ability to be bonded.
• Ability to clear credit and criminal history check.
• Comply with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.

DUTIES & RESPONSIBILITIES

The following statements are intended to describe the general nature and level of work being performed by the position. It is not intended to be exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• Participate in promotions.
• Support members with a variety of non-transactional services, such as but not limited to, member contact information updates, auto-pay set-ups, and issuing Certificates of Deposit.
• Provide service to members through video and utilizing e-sign capabilities.
• Facilitate general IRA/HSA transactions including contributions and disbursements.
• Respond and resolve member concerns, directing member to appropriate team members when necessary.
• Participate in beta tests for new e-services including mobile app, online banking and more.
• Assist members with product and service enrollment, including self-service tutorials, and troubleshooting.
• Educate and respond to member inquiries regarding fraud.

QUALIFICATIONS & EXPECTATIONS

The requirements listed below are representative of the expectations and qualifications of the person performing this job.

• Project professional and courteous behavior.
• Service focused behavior with strong commitment to excellence.
• Self-motivated and willingness to learn new technology and applications.
• Ability to remain calm under pressure.
• Ability to work as a part of a team.
• Possess good time management and organizational skills.
• Ability to interact with members over video, telephone, and other digital communication channels.
• Excellent listening, clear verbal, and professional written communication skills.
• Sound understanding of math applications.
• Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite.
• Advanced ability and experience with using Excel
• Strong typing (Includes: 10 keys) and above average technology problem solving skills.

PHYSICAL REQUIREMENTS

• Ability to lift up to 10 pounds.
• Able to sit or stand for 2-4 hours at a time.

WORK ENVIRONMENT

• Onsite work within credit union service center, face to face with members over video.
• Must maintain a neat and orderly work area.
• Protect the confidentiality of credit union employees and members by locking drawers and removing items from desk/workstation when away.

EDUCATION & EXPERIENCE

• High school diploma or equivalent, preferred.
• Previous experience in customer service, preferred.

INTENT AND FUNCTION OF POSITION DESCRIPTIONS

All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.