Digital Solutions Guide (Contact Center)
|Oct. 17, 2016 - Dec. 31, 2019|
|Department:||Elevations Credit Union|
|Description:|| Position Summary: The Digital Solutions Guide position demonstrates a broader knowledge of products and services than a Financial Solutions Guide. Adheres to all Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.|
•Provides assistance with training and support to all areas of the Contact Center to ensure that staff is capable of delivering stellar service in regards to our digital products and services; trains individuals on product launches and updates.
•Provides quality contact via phones, email and chat regarding digital products and services to members, as well as internal employees/departments.
•Provides prompt, accurate, and courteous service using a professional attitude, personal ownership and knowledge to create financial solutions.
•This position works to have an in depth knowledge of products and is responsible for testing services such as Secure Chat/Email, Call24, Online Banking, Third party financial software (Quicken, QuickBooks, Mint), Account to Account, Pop Money, Bill Pay, Mobile App, Text Message Banking, browser & cookie issues and general account support related systems.
•Owns service events and provides timely responses.
Education Requirements: Equivalent to a two-year college degree or completion of a specialized course of study at a business or trade school.
Knowledge, Experience and Skill Requirements:
•2+ years of similar or related experience.
•Typing Speed of 45+ words per minute.
•Excellent written and verbal communication, as well as must understand and carry out written and verbal instructions.
•Motivated self-starter who is able to interact well with staff and vendors.
•Advanced knowledge of cookies, cache and different browser versions.
•Experience with 3rd party systems such as Finance Works, Mint.com, Quicken and QuickBooks.
•Experience with an Online Banking Platform.
•Understanding of Apple, Android, PC and Mac systems.
•Proven ability to handle escalations.
•Physical ability to maintain continuous hours of sitting at work unit answering a high volume of incoming calls.
•Proficient in Microsoft Word and Excel.
•Familiarity with online security.
•Courtesy, tact, and diplomacy are essential elements of the job. An ability to foster positive relationships with members, coworkers, and outside companies is required. Work involves extensive personal contact with others and/or can be of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
This Job Description is not a complete statement of all duties and responsibilities of this position and may change with or without notice.
Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union. If the position you are applying for requires a credit history report, any information received in such report will be not be the sole factor in making an employment decision. A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.
•Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
•Please view Equal Employment Opportunity Posters provided by OFCCP here.
•The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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