Member-First Digital Banking Support Pro

Gesa Credit Union; Richland (WA); On-site; USD 28,000 - 45,000; Full time

Benefits offered by this job

Competitive Pay

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off

Holidays

401(k) Match

Incentive Program

Tuition Assistance

Student Loan Repayment

Commuter Benefits

Volunteer Time Off

Product discounts

Engaging Work Environment

Rewards and Recognition

Job summary

Gesa Credit Union is seeking a Digital Support Specialist to deliver exceptional service across phone, email, and chat channels. You will leverage technology to enhance both member and internal experiences, acting as second-level support for online channels and internal service desks.

The role requires strong interpersonal skills and data-driven problem solving. You will support Internet Banking, Mobile Banking, Bill Pay, P2P, and chat AI, while assisting with enrollments, complex inquiries, and

Qualifications

• High school diploma or equivalent required; degree highly desirable
• Minimum of one (1) year of digital or online banking customer service experience required
• Minimum of one (1) year of contact center or financial institution experience required

Responsibilities

• Supports member facing technology including Internet Banking, Mobile Banking, Bill Payment, P2P, FastCash, SMS and chat AI for chats or IVR interactions for consumer accounts
• Seeks to deepen member relationships by delivering solutions to service members’ needs and promotes digital channels
• Provides an exceptional member experience via secure and unsecure email and chat channels
• Provides second level support via phone queues for various credit union departments and liaises between internal departments
• Makes outbound calls/emails to existing members to retain and deepen relationships
• Meets department service levels and KPIs
• Assists with online account enrollments and complex bill pay inquiries
• Researches and resolves problems independently or with guidance
• Takes ownership of member concerns and follows up promptly
• Keeps up-to-date knowledge of all products, services, policies, and procedures
• Pulls and analyzes data to identify member needs and reports daily activities
• Works with IT and leadership on projects as SME and ensures timelines

Skills

Critical thinking

Communication skills

Organization

Customer service mindset

Professional demeanor

Education

High school diploma or equivalent

Tools

Microsoft Office

Teams

Secure messaging

Genesys Cloud

Job description

Gesa Credit Union is seeking a Digital Support Specialist to deliver exceptional service across phone, email, and chat channels. You will leverage technology to enhance both member and internal experiences, acting as second-level support for online channels and internal service desks.

The role requires strong interpersonal skills and data-driven problem solving. You will support Internet Banking, Mobile Banking, Bill Pay, P2P, and chat AI, while assisting with enrollments, complex inquiries, and