Digital Service Solutions Specialist - Member Support

Lake Trust Credit Union; Michigan; On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

401(K) matching up to 5%

Reduced health insurance

Employee wellbeing services

DE&I initiatives

Work-life balance

Financial wellbeing services

Job summary

Lake Trust Credit Union is seeking an eService Solutions Specialist III to oversee digital channels and deliver exceptional member support. You will lead incidents, coordinate with vendors, and drive enhancements across digital services.

This role focuses on training, process improvements, product implementation support, and compliance with audits while collaborating with internal teams. Based at the Brighton Headquarters with occasional site visits.

Qualifications

• Bachelor's Degree or equivalent education required.
• 1+ years of financial institution experience, support or operations.
• 2+ years of customer service experience preferred for Level 1/2.

Responsibilities

• Serve as liaison between Onstage representatives and members, providing information and resolving issues about digital apps.
• Define procedural objectives for digital solutions and design learning activities for knowledge management.
• Handle complex issues with minimal supervision and escalate only the most complex problems.
• Make independent decisions regarding member-impacted accounts.
• Develop and execute UAT test plans across all digital platforms with documentation and tracking.
• Ensure compliance of processes around digital products and assist audits.
• Act as Subject Matter Expert for digital products and provide Tier Two support.
• Provide on-call support after-hours, weekends, or holidays as required.

Skills

Customer service

Financial institution experience

Operational experience

Problem solving

Communication

Education

Bachelor's Degree or equivalent

Job description

Lake Trust Credit Union is seeking an eService Solutions Specialist III to oversee digital channels and deliver exceptional member support. You will lead incidents, coordinate with vendors, and drive enhancements across digital services.

This role focuses on training, process improvements, product implementation support, and compliance with audits while collaborating with internal teams. Based at the Brighton Headquarters with occasional site visits.