Digital Banking Specialist

Digital Banking Specialist

The primary purpose of this position is to assist First Commerce in fulfilling our Vision Empowering Generations, Transforming Communities . This is achieved through delivering Remarkable Member Service as defined by our Service Standards as well as building and maintaining strong member relationships through identification of member's financial needs and effectively recommending appropriate products and services to meet those needs.

The Digital Banking Specialist optimizes digital banking services and platforms offered by First Commerce. Their primary focus is on enhancing the customer experience and driving adoption of digital banking channels such as online banking, mobile banking, and digital payments. The Digital Banking Specialist works to develop and implement strategies to attract and retain customers through digital channels, increase digital engagement and usage, and improve overall customer satisfaction. Responds to member/team member needs and questions concerning all aspects of digital banking, and continually promotes and cross-sells the credit union's products and services including, but not limited to: checking, savings, shares, money markets, CDs, IRAs, bill pay, safe deposit and debit cards.

RESPONSIBILITIES:

• Serves the member in an accurate, professional, courteous, and efficient manner through prompt handling of all digital inquiries and demonstrates our member service standards with both internal and external members.
• Works independently and utilizes effective problem-solving skills to resolve issues; effectively uses knowledge of operations and security procedures in order to make real time decisions including exceptions, adjustments, and overrides.
• Resolves complex and non-routine inquiries concerning credit union policy and operating procedures; researches and solves member issues.
• Protects the Credit Union's financial interests by complying with internal and external policies, procedures, and regulations.
• Utilizes the credit union's online systems and website to facilitate members' requests. Identifies cross-selling opportunities, selling new or additional products or services that meet members' needs, and makes appropriate referrals to other credit union areas.
• Maintains up to date knowledge of the credit union's products, services, promotions, policies, and procedures to open, retain, and enhance member account relationships.
• Identify member's needs utilizing all tools provided by the credit union such as ACS and new member profiles. Effectively recommends appropriate products and services to meet those needs as well as opening the deposit product account.
• Pursues opportunities for professional growth and knowledge through training, education, and self-study.
• Provides additional front desk coverage when necessary, greeting members and visitors promptly when entering the credit union; providing applications and brochures to people waiting for their appointments; sets appointments and answers phones when needed; acts as a liaison for platform staff; and answers basic account questions.
• Assists in member file maintenance requests, such as address changes or other related account information; r e-pins and printing of consumer and business debit cards; assists members with their accounts on lobby computers.
• Initiates wire transfer for members; processes stop payments; processes refunds and charged fees.
• Orders checks and temporary checks; orders check copies; and prints out statements upon request.
• Demonstrates functions of the ITM to members on request; assists with setting members up for direct deposit both online and in person.

Responsibilities:

• Drives sales and success through service in the digital channels (secured messages, email, and Quiq) and ensures a positive member experience to achieve sales and referral goals.
• Responds to all secured messages and email requests within 24 hours.
• Continually explore opportunities to expand digital/financial acumen and communication skills to assist our members through our digital channels (Secured messages, email, and Quiq).
• Responds in a consistently courteous and professional manner to digital inquiries from our members and team members. Uses these opportunities to teach our members and team members about digital banking products and services available at FCCU.
• Continually increases subject matter/product knowledge to successfully explain and refer any digital products/processes/procedures.
• Assists in onboarding of new members that join thru our digital channels.
• Responsible for responding to Medallia survey responses within service level guidelines and following up with members regarding their feedback.
• Measures digital performance with key metrics, and provides weekly feedback to the Director of Remote Services
• Investigates complex and escalated member issues. Responds and resolves any issues through our digital channels promptly.
• Adherence to all processes and procedures, including:
  • Verifying member security/identity with each request/transaction.
  • Inputting any needed information correctly (error-free work).
  • Providing welcoming, high-quality service that makes the member feel valued with each interaction.
• Ensures our team meets the digital goals for referrals, cross selling opportunities, etc.
• Verifying FCCU emails, secured messages, and online requests are processed promptly and with documentation (appropriate logs are completed).
• Assisting Remote Services Director with reports, scheduling, and approving time off for team members.
• Monthly review of current (and development of new) digital procedures to ensure alignment with FCCU policies, culture, and team member/member experience.

Other Responsibilities:

• Performs job duties in accordance with policies established by the Board of Directors under the rules and regulations set by the National Credit Union Administration, the State of Florida, and any applicable State laws for financial centers located in other States.
• Complies with Reg E, BSA, OFAC, and CIP requirements such as reporting suspicious or unusual activity to manager.
• Fully supports in actions and words First Commerce's Vision, Mission, Core Values and Service Standards
• Attends meetings timely and as required; reports to work as scheduled and adheres to First Commerce's dress code.
• Performs other duties as assigned .

Requirements :

• Technical and digital acumen.
• Knowledge of credit union deposit and loan products and services to include mortgages as well as ability to promote and cross-sell thru digital channels.
• Strong verbal and written communication skills.
• Ability to provide consistently outstanding and positive customer service members and team members.
• Enthusiastic individual who can respond to high volume of digital requests and transactions.
• Excellent listening skills with attention to detail.

Education and Experience:

• Minimum of a high school diploma or equivalent (AA or bachelor's degree preferred)
• A minimum of 2+ years of customer service experience preferred.
• 6+ months experience frequently communicating with customers/members by phone/email and/or face to face.

Benefits:

We know satisfied employees are key to a thriving business and are pleased to offer:

• Competitive annual salary (to be disclosed to candidates meeting minimum qualifications)
• Health, dental, vision, disability, life, and pet insurance options with generous company sponsorship which includes free 24/7 mental & behavioral telehealth coverage
• Two (2) weeks paid time off (this increases to 3, 4, and 5 weeks with additional years of service)
• One (1) week sick leave (this increases to 2 weeks with additional years of service)
• Eleven (11) paid holidays, one (1) personal floating holiday, and paid volunteer time
• 401k with up to 4% employer match, vested from your first day on the job
• Eco-friendly cash bonus for carpooling, biking, or using public transportation
• Professional development programs, scholarships, and internal committee leadership opportunities
• Charitable contribution matching
• Exclusive rewards and discounts on things like movie tickets, travel, shopping, and more
• Referral incentives for mortgage products and recruitment
• Fun perks in the office with a company culture where you are more than just a number

If you think you'd be a good fit, we'd love to see you apply!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.