Digital Services Advisor - Contact Center

Job Description

Job Description

ABOUT :

People helping people. That's what a credit union, and in particular Navigant Credit Union, is all about. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.

Now at more than $3 billion in assets, Navigant Credit Union is among the largest credit unions in Rhode Island, yet still maintain our community-driven values.

Those values-and our belief in putting people first-are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News .

Our Core Values consist of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and / or traits that we consider a high priority for Navigant Credit Union employees.

Our company prides itself on demonstrating community-based values and investing in our workforce, while exceeding member expectations.

We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including a rich medical and dental plan, vision benefits, a robust 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and opportunities to give back to the community.

If you believe you'd be a great fit, and are interested in joining our team, submit an application today!

ABOUT THE ROLE :

Under general supervision, but following established policies and procedures, performs a broad range of member service / teller activities.

Delivers exceptional customer service, aligned with the Credit Union's core values and mission statement. Serves as an advocate for members and is an integral contributor to the credit union's member experience.

Meets all established sales and service goals. Provides member support via email, chat, Interactive Banking Kiosk (IBK) and the phones for items such as fund transfers, check orders, online banking and debit card troubleshooting, etc.

In addition, responsible for the onboarding and fulfillment of new and existing member deposit account applications submitted through our online account opening solution.

Reviews all submitted applications (Pending / Approved) and completes all necessary steps as outlined in policy and procedure for the fulfillment of digital eBranch accounts, including but not limited to, validating IDV / OFAC / ChexSystems parameters, proper CIP requirement management, issuing plastic cards and assisting with digital banking enrollment.

WHAT YOU WILL DO : (in descending order of importance)

1. Provides customer service to members through online portals and other electronic systems, often using an Interactive Banking Kiosk (IBK).

Assists members with transactions, balance inquires, and answers questions about products or services.

2. Communicates with members and resolves their issues via the online chat platform and through email, which requires the ability to multitask by assisting up two members at once.

3. Opens Online Accounts and ensures all documentation is accurately prepared and in compliance with laws, regulations and internal policies and procedures.

4. Provides back up support via the telephone channel including monetary transactions such as fund transfers, credit card and loan payments, balance inquiries, loan inquiries, stop payments, online banking and ATM / debit card troubleshooting.

Utilizes tact and experienced based knowledge to research and resolve member inquiries while explaining specific policies and procedures.

Routes calls to the proper department only after exhausting all efforts to assist the member.

5. Analyzes member relationship to optimize existing products and services and deepen relationships by cross selling of relevant products and services.

6. Conducts prospecting including outbound calls and emails as needed and to meet established sales goals.

7. Performs other member services and administrative duties as assigned by the Assistant Manager or Manager.

QUALIFICATIONS : Education

Education

High school diploma or equivalent (GED) education required. College degree or some college course work preferred

Experience / Skills / Knowledge :

1. Strong verbal, written, telephone and interpersonal communication skills

2. Quick and accurate typing skills - minimum of 25 WPM

3. Must possess a strong service orientation in line with company core values. Experience working in a team-oriented, collaborative environment.

4. The ability to adapt to a rapidly changing environment and understand / utilize new technologies

5. Ability to multitask between chat, email, virtual teller, online account opening and phone assistance

6. Minimum two (2) years' experience in customer service, operations and / or lending.

7. Excellent organizational, analytical, and problem-solving skills. Must be customer focused.

8. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the internet preferred

9. Ability to deal with highly confidential information

10. Ability to function in a financial institution branch / office environment and utilize standard office equipment including but not limited to : PC, fax, copier, telephone, etc.

Ability to lift a minimum of 25 lbs. (e.g., file boxes)

GENERAL DESCRIPTION :

In terms of physical requirements, this position requires work best described as :

Sedentary Light Medium Heavy Very Heavy

PHYSICAL TASKS :

• Sitting- Continuous
• Hearing - Ability to receive information through oral communication (face to face and telephone). - Continuous
• Talking - Expressing or exchanging ideas by means of the spoken word (face to face and telephone). - Continuous
• Reading - Ability to receive information through chat, fax, and e-mail. - Continuous

AUDIO / VISUAL :

Requires vision to perform work dealing with data and figures and computer screens. - Continuous

PSYCHOLOGICAL / MENTAL DEMANDS :

• Responds positively and productively to stressful (internal and external) member situations - Continuous
• Assists others to work harmoniously and effectively as part of a work team. - Continuous

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