DIGITAL ENGAGEMENT SPECIALIST

Role 

This role requires individuals who are forward-thinking with the ability to deliver world-class member service experiences. The role requires the ability to manage various channels of member support including but not limited to online banking secure messages, chat, co-browsing, SMS, audio, and video engagements simultaneously. Highly developed interpersonal skills are expected to provide exceptional service through effective communication enthusiastically. This role requires working with innovative technology, including advanced chatbot systems, video conferencing, collaboration tools, voice recognition software, screen-sharing tools, and artificial intelligence. The role is also expected to collaborate cross-functionally with other departments to identify and implement innovative solutions to enhance the member experience and contribute to the organization’s strategic goals.

Major Duties and Responsibilities

1. Engage with credit union members through all media types to assist with service and product inquiries, including but not limited to Chat, Audio, Video, Co-browse, and Screen Share.
2. Subject Matter Expert (SME) on several credit union platforms, products, and services and responds to member inquiries. Delivers prompt, professional, high-quality service and satisfaction through all digital channels, i.e., Chat, Audio, Video, Co-browse, and Screen Share.
3. Responsible for creating and maintaining member communication guides and procedures for all digital services.
4. Administers the digital communication channels, adhering to all privacy, security requirements and regulations. Partner with the Digital Banking Director and other departments for projects regarding digital engagement expansion including but not limited to online banking updates, chatbots, and AI. Assists in the execution of digital channel updates and testing.
5. Partner with various departments for projects regarding digital engagement expansion i.e., online banking updates, chatbots, AI and assists with the execution of digital channel updates and testing.
6. Responsible for identifying, searching, and solving members’ problems. If necessary, communicate problems and subsequent solutions to the Digital Banking Director, and when necessary other Topside team members.
7. Provide members with accurate and timely information regarding their account balances, loan payments, and other financial transactions while managing simultaneous interactions specific to online chat and other digital platforms.
8. During member interactions, processes requests accurately and efficiently, adhering to Topside's policies and procedures. Also promotes Topside's products and services to increase awareness and use of the self-service platforms.

Knowledge and Skills

Spanish speaking is a plus.

EXPERIENCE 

Two to Five years of similar or related experience, including time spent in preparatory positions.

EDUCATION/CERTIFICATIONS/LICENSES 

A high school degree or GED is required.

INTERPERSONAL SKILLS 

A significant level of trust, credibility, and diplomacy is required. In-depth dialogue, conversations, and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating, and/or advising others on matters of significance. Typically includes subject matter experts as well as first-level to middle managers. 

OTHER SKILLS 

• Strong attention to detail and accuracy. 

• Knowledge of financial products and services preferred. 

• Ability to work in a fast-paced and ever-changing environment. 

• Demonstrated proficiency in using internet platforms such as Microsoft Office Suite

ADA Requirements 

PHYSICAL REQUIREMENTS

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off-site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work areas with minimal noise. This position may be eligible for some remote work. 

MENTAL AND/OR EMOTIONAL REQUIREMENTS 

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time. Topside FCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.