Full-Time Member Support, Digital

Full-Time Member Support, Digital

Description:

The Digital Agent is a financial coach that listens to our members' needs.  Digital Agents look out for members' best interest and offer solutions to improve their financial life.  Our Digital Agents will maintain a high level of communication with other UICCU departments and assist with their daily needs.  UICCU employees are responsible for supporting our Do More Good philosophy, promoting the core values of our organization and fostering a positive and inclusive workplace culture. 

Essential Functions & Responsibilities:

• Provide exceptional service to both internal and external members and demonstrate a strong commitment to the organization's Do More Good culture by fostering a positive work environment and promoting our core values in all interactions.
• Develop mastery of Digital Banking, such as account opening/onboarding, secure forms and messages, and other critical tasks.
• Navigate members in Chat, Online Account Opening, and Digital Banking to provide a positive member experience.
• Provide professional and clear correspondence with internal and external members ensuring all processes are completed in an efficient and timely manner.
• Process all required follow-up items to ensure that Digital Agent tasks are complete and in compliance.
• Assist members with account needs, answer questions about products and services, and resolve problems that are within their authority to resolve.  Refer problems that are beyond their authority to appropriate team members along with their recommendations.
• Actively engage with members on the floor to proactively anticipate member needs by demonstrating our Core Values to cultivate a warm, positive, and inclusive atmosphere.  Utilize various technological tools to serve members and transition them to an office setting as necessary.
• Provide assistance and guidance as necessary for ITM transactions, troubleshooting, and balancing.
• Identify and suggest process improvements and innovative solutions to enhance departmental efficiency.
• Own internal and external member problems, issues, and complaints, and ensure the appropriate follow up wot achieve proper resolution.

Salary & Benefits:

• Starting salary is $18.85 per hour.
• Comprehensive insurance options including Health, Dental, and Vision for full-time employees.
• 401K eligibility, including a company match program.
• Generous Paid Time Off benefits.

UICCU is an Equal Opportunity Employer.  We are committed to cultivating an inclusive and safe culture where our employees feel they belong. 

We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. 

UICCU continues to be named a Best Place to Work!!! 

Qualifications:

Experience:
One year to three years of similar or related experience. 

Education:
A high school education or GED.

Interpersonal Skills:
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.  Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.  

Other Skills:

• Effective time management skills (efficient work flow).
• Attention to detail and accurate work.
• Effective and consistent communication with internal and external members.
• Ability to handle high volume and work demands.