Digital Support Specialist

Job Description

Job Description

Job Summary: The Digital Support Specialist is responsible for providing high-quality, member-focused support for digital banking services. This position acts as a key point of contact for members via phone, email, and live chat, ensuring smooth and secure use of online and mobile banking tools.

Essential Duties and Responsibilities:

• Support member-facing technologies such as Internet Banking, Mobile Banking, Bill Payment, P2P transfers, FastCash, SMS, and chat AI (secure and unsecure)
• Handle second-level support for online, email, and service desk channels, as well as peer issues
• Provide financial literacy guidance, knowledge and explain credit union services to all staff.
• Act as a liaison between internal departments to resolve cross-functional issues affecting the member experience
• Make outbound communication to resolve member help tickets to retain and deepen member relationships
• Identify to seculate member complex bill pay inquiries, and access/permission updates
• Research and resolve issues independently or with guidance from supervisors
• Meet or exceed service level agreements and KPIs
• Maintain up-to-date knowledge of credit union products, systems, and new technologies
• Stay current on core digital banking features and common member use cases.
• Other duties as assigned.

Education/Skill/ Work Experience Requirements:

Skills:

• Strong communication, problem-solving, and interpersonal skills.
• Ability to handle escalated member conversations.
• Ability to trouble shoot outside of the box.
• Ability to multitask, prioritize, and work in a fast-paced environment

Experience:

• 2+ years of experience preferably in IT or customer service. Experience in user experience analysis, digital research, or member experience improvement, within financial services or a similar industry a plus.
• Experience with live chat, and productivity as well as communication software.
• Good understanding of financial services and digital banking platforms.

Education:

• High school diploma or equivalent.
• Associates or Bachelor Degree in Business, Finance, or Technology a plus.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to lift and carry up to 20 lbs.
• Must be able to talk, listen and speak clearly on the telephone.

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally.

When you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally. \r\n\r\nWhen you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.