Digital Agent

What Youll Do: Respond to member service inquiries through digital communication channelsServe as the first level of response to member messages through digital communication channels such as live chat, and secure messages.Communicate accurately, professionally, and within outlined service level standards.Actively look for red flags to mitigate risk and fraudulent communication attemptsEscalate messages to internal teams and management as neededUtilize digital communication tools to optimize the member experience and coach members on self-serviceServe as a subject matter expert for navigation of the credit unions digital properties including but not limited to the website, digital banking, and other banking applications.Seek opportunities to educate members on self-serve options.Appropriately escalate and communicate technical/member related and reported systems issues to digital services and managementProvide tier-1 technical support to members related to digital services and other online propertiesSupport member acquisition, and servicing initiatives through remote channelsFollow proper processes and procedures to establish and follow up with new online accountsComplete member inquires and transactions including but not limited to file maintenance, initiating opening and closing of accounts, transferring of funds, and providing accounts or other informationActively look for red flags to mitigate risk and fraudulent attemptsProcess account file maintenance and escalated member requests from the Call CenterMaintain performance and service level standardsDeliver exceptional service both internally and externally by living out our mission, vision, and core valuesOperate consistently within Robins Financial policies and procedures, state and federal laws and NCUA regulations to include favorable internal and external audits.

Demonstrates teamwork by exhibiting the following: contributing to team effort, initiative, dependability, positive attitude, good attendance, tact, and diplomacy.Meet established timelines What You Can Expect: We are proud to be an equal opportunity employer and are committed to fostering an inclusive workplace.

We welcome applicants of all backgrounds and identities and do not discriminate based on any protected characteristic under applicable law.

Benefits and Perks Employer-Paid Benefits: Health Insurance (only employee premium paid)Short- and Long-Term DisabilityLife Insurance and AD&D Benefits: Dental & Vision InsuranceHealth Care and Dependent Care Flex Spending Accounts401K Plan with match (based on length of employment) Perks: Generous paid time off- Earn over 4 weeks of PTO during your first year of employmentHolidays- 11 observed holidays in addition to paid time offTuition reimbursement- Up to $5000 per yearPerformance based Incentive program