Gesa Credit Union · 11 hours ago
Digital Support Specialist
Richland, WA
Full-time
Onsite
Mid Level
$19.84/hr - $33.07/hr
3+ years expGesa Credit Union is a community-focused financial institution that values the individual stories and experiences of its team members. The Digital Support Specialist provides exceptional service to members through various digital channels, leveraging technology to enhance the member experience and support internal communication.
CreditFinancial ServicesLending
Responsibilities
Supports member facing technology including but not limited to: Internet Banking, Mobile Banking, Bill Payment, P2P, FastCash, SMS and chat AI for unsecure and secure chats or IVR interactions for consumer accounts
Possesses a core understanding of financial literacy and is able to discuss with members and team members
Seeks to deepen member relationship by delivering solutions to service members’ needs. Offers additional credit union products, promotions, and services to members and promotes digital channels
Provides an exceptional member experience via secure and unsecure email and chat channels
Provides second level support via phone queues for various credit union departments. Acts as a liaison between internal departments to solve cross-functional tasks that affect the member experience
Makes outbound calls/emails to existing members to retain and deepen relationships
Meets/exceeds department service level agreement expectations and individual KPIs
Assists with online account enrollments, complex bill pay inquiries, and makes updates to access or permissions on behalf of the member
Researches and resolves problems independently or with moderate guidance from the Lead Digital Support Specialist or Digital Relationship Manager
Takes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgency
Demonstrates an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures
Pulls and analyzes data to uncover member and team member needs. Identifies red flags in data and completes tracking and reporting of daily activities
Works closely with IT, member experience groups and leadership on a broad variety of projects, serving as project subject matter expert and ensuring timelines are met
Qualification
Required
Minimum of a high school diploma; some college course work preferred; degree highly desirable
At least three (3) years of customer service experience preferred. At least two (2) years in a credit union or financial institution
Demonstrate and support credit union values and service standards
Maintain confidentiality, control risk, and manage operations in accordance with Gesa policies, procedures, and regulatory requirements
Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs required. Expert knowledge of current technology, browsers, and devices
Report for work on time and maintain a schedule of regular attendance
Some travel may be required to complete training or fulfill duties
Courtesy, tact, and diplomacy with current and potential members, peers, and staff
Benefits
Competitive Pay
Medical, Dental, Vision, and Life Insurance
20 days/year of Paid Time Off – Plus 10 Paid Holidays!
401(k) Match
Incentive Program
Tuition Assistance and Student Loan Repayment
Commuter Benefits
Paid Time Off to Volunteer in the Community
Product discounts
Engaging Work Environment
Rewards and Recognition Programs
Company
Gesa Credit Union
Gesa Credit Union offers home loans, deposit services, lending services, online services and other financial services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Eddie Santoyo
L&D Partner I, Sales and Service
Guadalupe Anaya
Sr Learning & Development Partner
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