Digital Support Specialist

At Gesa,⠀we believe⠀in the⠀power of⠀our⠀people.⠀Coming⠀from all⠀walks of⠀life, our⠀team⠀members’⠀individual⠀stories⠀and unique⠀experiences⠀are our⠀most⠀valuable⠀asset. But⠀it’s how⠀we come⠀together,⠀igniting⠀our⠀collective⠀compassion⠀and⠀commitment⠀to⠀empowering⠀our⠀communities,⠀that makes⠀us⠀succeed.⠀Because we⠀know we go⠀further⠀when we go⠀together.

Here⠀you can⠀join a⠀team who⠀is⠀passionate⠀about⠀serving⠀others,⠀has a⠀desire to⠀do good,⠀and shares⠀a deep⠀love of⠀people.⠀You can⠀engage in⠀meaningful⠀work that⠀impacts⠀your⠀community.⠀You can⠀challenge⠀yourself⠀and grow⠀in your⠀career.⠀And, you⠀can rest⠀assured⠀that your⠀wellbeing⠀and⠀prosperity⠀are our⠀priority.

Role⠀Summary:

The⠀Digital⠀Support⠀Specialist⠀provides⠀outstanding⠀service to⠀members⠀via⠀multiple⠀inbound⠀and⠀outbound⠀channels⠀(phone,⠀email, and⠀chat).⠀This⠀position⠀sees the⠀value in⠀using⠀technology⠀for both⠀the⠀internal⠀and⠀external⠀member⠀experience.⠀The⠀Digital⠀Support⠀Specialist⠀must have⠀strong⠀communication⠀skills⠀with the⠀ability to⠀serve as⠀second⠀level⠀support to⠀online⠀channels,⠀internal⠀communication⠀channels⠀(email and⠀service⠀desk) and⠀peers.

What You Will Be Doing:

• 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.
• Performs⠀other⠀duties as⠀assigned.

What You Will Need:

• Minimum of⠀a high⠀school⠀diploma;⠀some⠀college⠀course⠀work⠀preferred;⠀degree⠀highly⠀desirable.
• 2+⠀years in a⠀Credit⠀Union or⠀Financial⠀institution.
• Proven⠀expert⠀level⠀knowledge⠀of digital⠀platform.
• Solid⠀understanding⠀of current⠀technology,⠀browsers,⠀and⠀devices.
• Some⠀travel may⠀be⠀required⠀to⠀complete⠀training⠀or fulfill⠀duties.
• Courtesy,⠀tact, and⠀subtlety⠀with⠀current⠀and⠀potential⠀members,⠀peers, and⠀staff.
• Proficient⠀with⠀Microsoft⠀Office⠀software⠀and⠀standard⠀office⠀equipment;⠀proficiency⠀with call⠀center⠀programs⠀desired.

Salary Range:

$20.24-$30.36

Get⠀wise to⠀what’s⠀possible⠀with a⠀career at⠀Gesa. Join⠀us!

Gesa⠀Credit⠀Union⠀reserves⠀the right⠀to revise⠀or change⠀the job⠀description⠀as the⠀need⠀arises.⠀This job⠀description⠀is not all⠀inclusive⠀of total⠀job⠀responsibilities⠀nor does⠀it⠀constitute⠀a written⠀or implied⠀contract⠀of⠀employment.

Selected⠀candidate(s)⠀must be⠀able to⠀pass a⠀pre-employment⠀drug⠀screen⠀which⠀includes⠀screening⠀for all⠀drugs⠀considered⠀illegal or⠀controlled⠀by the⠀State of⠀Washington,⠀as well⠀as, a⠀credit/background⠀check and⠀a skills⠀assessment.