Lead Digital Engagement Specialist (Finance)
At Blue, we discover pathways to realize your possibilities! Our Lead Digital Engagement Specialist within the Member Relationship Contact Center interacts with members through the various digital and remote channels such as chat, phone calls, Video Teller Machine (VTM), email, secure messaging or other digital platforms. The role will be involved and accountable for helping the credit union maximize growth and revenues, by consistently delivering exceptional experiences. This position works closely with leadership and is responsible for handling service requests internally and externally, supporting the development of the contact center by leading individual & group trainings, finding opportunities to strength member, peer and coworker relationships, and providing guidance for member and contact center development. This role is responsible for supporting the entire contact center roles at any given time and is considered the first line of defense in a leadership capacity.
Major Duties and Responsibilities
- Professionally respond to and resolve inquiries to incoming requests through video teller machine (VTM), phone calls, email, chat, secure messaging, text, ticketing software or other digital platforms. Utilizes advanced problem solving and decision-making skills. Promptly, accurately, and efficiently assist with monetary transactions, account inquiries, account changes, research, maintenance, disputes, and non-monetary transactions. Ensure proper identification is presented for appropriate transactions. Maintain a high degree of member confidentiality and manage risk appropriately. Supports Credit Union growth by recognizing opportunities to promote Credit Union products and services to meet members' needs and takes ownership over issues within your authority for online service channels such as mobile banking, money mover, and Billpay. Regularly following scheduled floor support times set by leadership, which will include but is not limited to, monitoring phone ques and ticketing systems for abnormal occurrences and increased call volumes, monitoring multiple chats, answering questions, guiding peers and coworkers to resources, teaching processes and procedures as needed and handling escalations. Support the onboarding of new hires for all contact center roles, with an emphasis on Digital Engagement onboarding and training.
- Operate in an organized, detail-oriented fashion performing operational tasks while responding promptly to member inquiries and requests demonstrating accuracy and commitment to the member base. Able to quickly pivot from one task to another and handle multiple incoming requests, meeting established service level agreements. Work across a broad range of platforms with ease, including but not limited to chat, ticketing software, teller software, Teams, etc. Also supports in a backup capacity for call queues, new account processes and wires. Completes required teller reports and end of shift work, as well as guiding the DES team on these behaviors.
- Listens and responds to members situations or complaints utilizing credit union service skills; offers solutions and if unable to resolve guides members to the appropriate staff or management for assistance. Identify patterns where further support may be needed and update information in the variety of digital channels, including but not limited to chat AI. Maintains a thorough knowledge of the features and benefits of all Credit Union products and services to deepen member relationships. Identifies and recommends products /services best suited for potential and existing members and refers to appropriate staff. Proactively identify issues and communicate solutions to members and employees quickly and effectively.
- Completes all required quarterly /annual product knowledge exams and mandatory trainings. Participates in all Wednesday meetings/meetings and sales & service development activities.
- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills
Experience
1-3 years with a proven track record in a sales environment, consistently meeting or exceeding goals and objectives, operating in a consultative framework or related experience in a financial organization. Displays passion, commitment, and drive to deliver the best solutions that improve the financial circumstances of our members. Familiarity in time management techniques to prioritize workflow to create a dynamic experience for the member, and work with efficiency delivering consistent productivity.
Education/Certifications/Licenses
A high school degree or equivalent, degree preferred.
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills
Excellent organizational, analytical and problem-solving skills. PC proficient, including Microsoft Office and Internet. Excellent verbal, written, telephone and interpersonal communication skills. Must possess a service orientation and be willing to sell products and services. Ability to manage multiple projects/priorities simultaneously in an effective manner. Ability to function in a financial institution branch or contact center environment and utilize standard office equipment including but not limited to: fax, copier, telephone, etc. Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.). Demonstrates focus, persistence, positive outlook, and discipline to meet the personal demands of a sales/service role.
FULL TIME POSITION
Starting Range: $19.47 - $21.79
Full Range: $18.54 - $27.81
ADA Requirements
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:
Working at Blue Video
At Blue Federal Credit Union, we don't just accept difference – we celebrate it! We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.
Education
Preferred- High School or better
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
