Digital Support Representative

Job Store Staffing; Colorado Springs (CO); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Spanish/English language differential

Job summary

Job Store Staffing is seeking a Digital Support Representative for our client in Colorado Springs. You will troubleshoot issues, document defects, and translate technical concepts into clear instructions for members and staff with inquiries.

This role requires 2+ years in customer service or financial services, experience with electronic product support, and strong knowledge of digital channels. It is a temporary position with 40 hours/week and potential permanent placement.

Qualifications

• 2+ years of experience in customer service, call center or financial service.
• 1+ years experience in electronic product support or related degree program.
• Broad command and understanding of financial industry.
• Functional knowledge of compliance, fraud intervention, and internal controls regarding electronic banking.
• Strong knowledge of digital channels.
• Excellent organizational skills.
• Mastery of verbal and written communication skills.
• Proficiency with Symitar, Bill Pay Administration, Online Banking, and CRM is preferred.

Responsibilities

• Troubleshoot issues, then accurately document defects for the development team's prompt resolution (capture steps, provide quantifiable impact).
• Monitor and report issues, progress, and resolutions to staff and membership.
• Translate technical concepts into clear instructions to establish full understanding and confidence in digital products for members or staff with inquiries.
• Sales support by increasing electronic channel usage and service initiatives referrals for both membership and staff.
• Testing user acceptance prior to product launches, and monitor the new features, enhancements, and eliminations.
• Direct support of members and employees' service issues.
• Gather and communicate member/staff feedback on feature enhancements and help improve staff and member engagement with digital channels.
• Support projects within the organization's strategic plan: maintain relevant and efficient digital product and service offerings.

Skills

Customer service experience

Communication skills

Digital channels knowledge

Organizational skills

Conflict resolution

Team collaboration

Education

High School Diploma or equivalent

Tools

Symitar

Bill Pay Administration

Online Banking

CRM

Job description

Job Store Staffing is currently seeking a Digital Support Representative for our client. This individual must have sufficient background knowledge in both the financial and digital/electronic industries to be able to deliver exceptional service to members.

Location: North Colorado Springs, 80921

Shift: Monday - Friday from 7 am to 6:15 pm (typically 40 hours a week) with OT and Saturdays as needed

Starting Pay: $20-22/hour plus a $1 language differential (bilingual Spanish/English)

Duration: Temporary with opportunity of permanent placement.

Responsibilities

• Troubleshoot issues, then accurately document defects for the development team's prompt resolution (capture steps, provide quantifiable impact)
• Monitor and report issues, progress, and resolutions to staff and membership
• Translate technical concepts into clear instructions to establish full understanding and confidence in digital products for members or staff with inquiries
• Sales support by increasing electronic channel usage and service initiatives referrals for both membership and staff
• Testing user acceptance prior to product launches, and monitor the new features, enhancements, and eliminations
• Direct support of members and employees' service issues
• Gather and communicate member/staff feedback on feature enhancements and help improve staff and member engagement with digital channels
• Support projects within the organization's strategic plan: maintain relevant and efficient digital product and service offerings

Qualifications

• High School Diploma or equivalent
• Required - 2+ years of experience in customer service, call center or financial service
• Required - 1+ years experience in electronic product support or related degree program
• Broad command and understanding of financial industry
• Functional knowledge of compliance, fraud intervention, and internal controls regarding electronic banking
• Strong knowledge of digital channels
• Excellent organizational skills
• Mastery of verbal and written communication skills
• Skilled in conflict resolution/management to professionally de-escalate member concerns
• (Preferred) proficiency with Symitar, Bill Pay Administration, Online Banking, and Online Banking Administration, CRM