Digital Member Services Specialist - Call Center Professional for Remote Customer Support and Digital Channel Management

Join Our Team: Revolutionizing Member Experience in the Digital Age

At Workwarp, a pioneering credit union driven by innovation and a passion for delivering exceptional member experiences, we're on the lookout for a skilled Digital Member Services Specialist to join our dynamic team. As a remote call center professional, you will play a crucial role in supporting our members through various digital channels, ensuring seamless interactions, and fostering long-term relationships.

About Us: A Culture of Excellence and Community Focus

Workwarp is more than just a financial institution; it's a community-focused organization dedicated to providing top-notch services and embracing diversity. Our workplace environment is employee-centric, encouraging networking, involvement in local communities, and continuous growth. We pride ourselves on our commitment to our members and employees alike, offering a range of benefits, including competitive compensation, 401k plans, and opportunities for professional development.

Job Overview: The Heart of Digital Member Services

The Digital Member Services Specialist is the linchpin of our digital services team, responsible for managing daily activities across various remote channels, including online banking, chat, email, faxes, and both inbound and outbound member phone calls. This role is not just about resolving issues; it's about identifying opportunities to enhance member experiences, provide expert advice on our products and services, and contribute to the growth of our credit union.

Key Responsibilities: Delivering Exceptional Member Experiences

• Effectively manage and resolve service requests through all digital channels, practicing first-touch resolution to ensure efficiency and member satisfaction.
• Utilize policies, procedures, and product guides to deliver accurate and timely responses, showcasing expertise in digital services and product knowledge.
• Identify financial service needs and proactively recommend products and services that meet members' financial objectives and goals.
• Troubleshoot member issues with a customer-centric approach, de-escalating problems and providing technical solutions in a clear, non-technical manner.
• Meet and exceed quality and productivity goals, continuously seeking ways to improve remote channel processes and enhance the member experience.
• Collaborate with other departments and third-party vendors to develop constructive relationships and resolve issues efficiently.
• Perform other job-related duties as assigned, demonstrating flexibility and a willingness to support the team.

Essential Qualifications: The Skills and Competencies We Seek

To excel in this role, you will need:

• A high school diploma or GED; additional education or certifications in a related field are a plus.
• 1-3 years of experience in a similar role, preferably in a financial institution or customer service environment.
• Familiarity with Windows-based computer equipment and software, with a preference for experience with Microsoft Office Suite and online banking software applications.
• Excellent communication and interpersonal skills, with the ability to interact with members and internal stakeholders in a professional and courteous manner.
• Strong problem-solving and conflict resolution skills, with the ability to de-escalate issues and provide effective solutions.
• A passion for technology and a willingness to learn and adapt to new systems and processes.
• Time management and organizational abilities, with the capacity to work independently and meet goals with minimal supervision.

Preferred Qualifications: Enhancing Your Application

While not mandatory, the following qualifications can make your application stand out:

• Experience with online banking platforms and digital financial services.
• Knowledge of financial products and services, including lending and deposit accounts.
• Previous experience in a call center or customer service environment.
• Certifications or training in customer service, financial services, or a related field.

What We Offer: A Rewarding Career and More

At Workwarp, we believe in rewarding our employees for their hard work and dedication. As a Digital Member Services Specialist, you can expect:

• A competitive salary with opportunities for annual raises and promotions.
• A comprehensive benefits package, including 401k plans, short-term and long-term disability insurance, tuition reimbursement, and affordable health insurance options.
• A dynamic and supportive work environment that encourages growth and development.
• Opportunities to engage with the local community and contribute to meaningful initiatives.
• A culture that values diversity, inclusivity, and employee well-being.

Career Growth and Development: Your Future with Us

We are committed to the professional growth of our employees. As a Digital Member Services Specialist, you will have access to ongoing training and development opportunities, enabling you to enhance your skills and advance in your career. Our organization values internal promotions, and we encourage our team members to explore various roles within the company.

Ready to Join Our Team?

If you're passionate about delivering exceptional customer experiences, are adept at navigating digital channels, and are looking for a rewarding career in a dynamic organization, we want to hear from you. Don't worry if you don't meet every single requirement listed; we value a great attitude and a willingness to learn above all. Apply today and become a part of our mission to revolutionize member experiences in the digital age.