JOB TITLE: Digital Experience Administrator
REPORTS TO: Digital Experience Supervisor
SUPERVISES: None
EXEMPTION STATUS: Non-exempt
PRIMARY FUNCTION:
Provide exceptional member experiences by using a consultative approach to handle every member need, from service to sales, new accounts, loan and teller transactions, with warmth and a collaborative spirit.
ESSENTIAL FUNCTIONS:
1. Ensure exceptional member service through handling a variety of electronic channels such as inbound and outbound calls, chats, texts, video and e-mails.
2. Maintain a high level of knowledge to answer questions and proactively inform members of products and services available to meet their needs.
3. Review new membership applications and open new membership accounts submitted online. Process additional account requests submitted online.
4. Analyze member documents for possible fabrication, falsified or alterations.
5. Provide support to other teams within the department to include Virtual Tellers and Digital Engagement Center.
6. Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Follow credit union Member Privacy Policy and member identification procedures.
7. Gain and retain a high-level knowledge of all TFCU policies and procedures.
8. Adhere to TFCU’s attendance and punctuality policy.
9. Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
10. Engage in behavior that aligns with the credit union’s cultural beliefs.
KNOWLEDGE, SKILLS AND ABILITIES:
Education: High school diploma or its equivalent preferred.
Experience: Five (5) years’ customer service experience required, preferably in financial industry or loan servicing capacity.
Qualifications:
1. A working knowledge of credit union operations, policies and procedures.
2. A familiarity with credit union products and services.
3. Ability to operate computer keyboard to input data at an advanced level.
4. Ability to use Microsoft Office Suite and Internet browsing proficiently.
5. Ability to read and interpret computer screen and printout.
6. Ability to perform intermediate mathematical calculations.
7. Ability to prioritize workflow and complete multiple tasks simultaneously.
Availability: Monday through Saturday, as scheduled.
Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.
1. Sit, Stand, Walk and Bend: While performing the duties of this job, this position requires extended times of sitting, up to eight hours, and may need to walk about inside the building. Bending is also sometimes required to reach low cabinets and drawers.
2. Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms.
3. Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.
Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities,
skills, efforts, and working conditions associated with a job. They are intended to be accurate reflections
of those principal job elements essential for making fair pay decisions about the values of the job. This job
description does not create or constitute the terms of a contract of employment, commitment, or guarantee
of employment. TFCU is an “at will employer.”
Job Type: Full-time
Pay: From $20.50 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Work Location: In person
