JOB TITLE: Digital Experience Administrator

REPORTS TO: Digital Experience Supervisor

SUPERVISES: None

EXEMPTION STATUS: Non-exempt

PRIMARY FUNCTION: Provide exceptional member experiences by using a consultative approach to handle every member need, from service to sales, new accounts, loan and teller transactions, with warmth and a collaborative spirit.

ESSENTIAL FUNCTIONS

Ensure exceptional member service through handling a variety of electronic channels such as inbound and outbound calls, chats, texts, video and e-mails.
Maintain a high level of knowledge to answer questions and proactively inform members of products and services available to meet their needs.
Review new membership applications and open new membership accounts submitted online. Process additional account requests submitted online.
Analyze member documents for possible fabrication, falsified or alterations.
Provide support to other teams within the department to include Virtual Tellers and Digital Engagement Center.
Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Follow credit union Member Privacy Policy and member identification procedures.
Gain and retain a high-level knowledge of all TFCU policies and procedures.
Adhere to TFCU's attendance and punctuality policy.
Maintain a professional businesslike appearance in accordance with TFCU's dress code policy.
Engage in behavior that aligns with the credit union's cultural beliefs.

KNOWLEDGE, SKILLS AND ABILITIES

Education: High school diploma or its equivalent preferred.

Experience: Five (5) years' customer service experience required, preferably in financial industry or loan servicing capacity.

Qualifications

A working knowledge of credit union operations, policies and procedures.
A familiarity with credit union products and services.
Ability to operate computer keyboard to input data at an advanced level.
Ability to use Microsoft Office Suite and Internet browsing proficiently.
Ability to read and interpret computer screen and printout.
Ability to perform intermediate mathematical calculations.
Ability to prioritize workflow and complete multiple tasks simultaneously.

Availability: Monday through Saturday, as scheduled.

Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.

Sit, Stand, Walk and Bend: While performing the duties of this job, this position requires extended times of sitting, up to eight hours, and may need to walk about inside the building. Bending is also sometimes required to reach low cabinets and drawers.
Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms.
Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the values of the job. This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment. TFCU is an "at will employer."

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.

Qualifications

Experience: Five (5) years' customer service experience required, preferably in financial industry or loan servicing capacity
A working knowledge of credit union operations, policies and procedures
A familiarity with credit union products and services
Ability to operate computer keyboard to input data at an advanced level
Ability to use Microsoft Office Suite and Internet browsing proficiently
Ability to read and interpret computer screen and printout
Ability to perform intermediate mathematical calculations
Ability to prioritize workflow and complete multiple tasks simultaneously
Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer
Additionally, this position is frequently required to sit and reach with hands and arms
Must be able to talk to/hear members and educate them on products and services offered at the credit union
Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job

Responsibilities

PRIMARY FUNCTION: Provide exceptional member experiences by using a consultative approach to handle every member need, from service to sales, new accounts, loan and teller transactions, with warmth and a collaborative spirit
Ensure exceptional member service through handling a variety of electronic channels such as inbound and outbound calls, chats, texts, video and e-mails
Maintain a high level of knowledge to answer questions and proactively inform members of products and services available to meet their needs
Review new membership applications and open new membership accounts submitted online
Analyze member documents for possible fabrication, falsified or alterations
Provide support to other teams within the department to include Virtual Tellers and Digital Engagement Center
Abide by state and federal banking regulations
Attend training sessions and complete compliance training on an annual basis
Follow credit union Member Privacy Policy and member identification procedures
Gain and retain a high-level knowledge of all TFCU policies and procedures
Adhere to TFCU's attendance and punctuality policy
Maintain a professional businesslike appearance in accordance with TFCU's dress code policy
Engage in behavior that aligns with the credit union's cultural beliefs
Availability: Monday through Saturday, as scheduled
Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation
Sit, Stand, Walk and Bend: While performing the duties of this job, this position requires extended times of sitting, up to eight hours, and may need to walk about inside the building
Bending is also sometimes required to reach low cabinets and drawers
Speech/Hearing: This position frequently communicates via phone and in person

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Digital Experience Administrator