Digital Service Advisor/Hybrid

Summary

• Acts as the primary point of contact for members providing support and solutions via digital channels including but not limited to; secure messaging, e-mail, live chat, video conferencing and online forms. Supports both inbound and outbound member phone calls, ticketing systems and reports. Uses online tools to handle member queries, problem resolution and provide support through all digital channels.

Key Responsibilities

• Acts as an expert in all functionality of FMFCU remote delivery systems, providing exceptional service through digital communication channels including by not limited to; secure messaging, e-mail, live chat, video conferencing and online forms.
• Handles a high volume of inbound and outbound communication professionally.
• Accurately documents and manages detailed member information while multitasking numerous screens in a face-paced environment.
• Troubleshoots and resolves member concerns through clear, empathetic, solution-focused communication. Specializes in handling member interactions ensuring timely and accurate communication while maintaining performance metrics such as response time and accuracy
• Ensures effective member service providing expert-level understanding and knowledge of all credit union products and services, demonstrating advanced technical knowledge with the ability to identify the needs of potential new and existing members.
• Seeks opportunities to improve systems and workflows, participates in projects related to digital channels.
• Accurately completes all required financial transactions including transfers, loan payments, stop payments, address changes, check orders, and maintenance on all types of accounts in accordance with established policy/procedures.
• Analyzes research and resolves problems and discrepancies related to member accounts in an effort to provide first contact resolution. Identifies fraud and prevents future fraud.
• Assists in meeting MSC goals by expanding member relationships through active selling of credit union products and services in support of production and profitability goals.
• Provides resolutions that are within established policies, procedures, and level of authority, or escalating recommendations to management..
• Occasionally supports the MSC Supervisors in the oversight and operations of the MSC.
• Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of Franklin Mint Federal Credit Union and its members.

Education/Experience

• Minimum of 3 years of related financial services or call center experience required. Preferable focus in digital call center space.
• High School Diploma/GED required
• Associates degree preferred
• Secondary language skills desirable

Other Qualifications

Strong demonstrated abilities required:

• Customer/Member Service
• Interpersonal/Team Player
• Motivated/Works Independently
• Sales/Negotiation Skills
• Analytical/Problem Solving
• Organizational Skills
• Detail Oriented
• Verbal/Written Skills
• Microsoft Office
• Prioritize/Multi-task

Also required:

• Ability to work a flexible schedule
• Must maintain confidentiality
• Ability to troubleshoot technical issues
• Previous experience with online banking software applications is preferred

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, reaching, grasping, and typing. The employee may occasionally lift and/or move items under 15 pounds. Specific vision abilities required by this job include close vision and distance vision.

Other Duties

• This job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time.

What we offer to our team members:

• A competitive salary
• Team Based Incentives and Performance Bonus Opportunities
• Referral Incentive Opportunities
• Generous Paid Time Off
• Medical, Dental and Vision plans
• Health Savings Account with employer contribution
• Flexible Spending Accounts
• 401K with employer contribution and match
• Employer paid life insurance/AD&D
• Supplemental insurance plan options
• Employer paid Short and Long term disability programs
• Paid Family Leave
• Tuition Reimbursement
• Training and Development Programs
• Paid Holidays
• Paid Volunteer Time Off
• Employee Assistance Programs
• Pet Insurance
• YMCA360 Access

Equal Employment Opportunity

• FMFCU/SFN is an equal opportunity employer and prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), age (40 and over), national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed service member status or any other status protected by federal, state or local law.

Offered pay rate for this position typically aligns with the minimum to midpoint of the salary range and varies based on factors such as qualifications and experience, budget, and internal alignment.