POSITION DESCRIPTION NOTE: The following data is intended to convey information relevant to an
objective evaluation of this position and is not an exhaustive list of the skills, efforts, duties
and responsibilities associated with it. Position responsibilities and necessary skill sets are
subject to change, at any time, based upon S3 or Business Partner needs.
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SCOPE OF POSITION
The Digital Service Specialist will respond to email inquiries via online channels including our
partner websites, online banking, and mobile banking message center regarding membership, banking
products, services, and rates. They will provide service to resolve questions/issues accurately,
timely, and in a thorough manner while seeking to exceed expectations on every interaction. The
position will utilize knowledge of products, features, core data systems, and web-based
applications to provide information and remedy member service issues.
The position will collaborate with management to develop and maintain a dynamic, high performing
service environment.
S3 has a commitment to excellence and the highest standards of member service. Our values and
beliefs are critical to the success and growth of the business and they were all created with a
unique cultural foundation.
PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES
- Respond to member and potential member email inquiries on membership, products, and services.
- Responsible for providing support for Online and Mobile Banking in addition to various
consumer oriented digital banking products and services.
- Collaborate with appropriate internal, and consortium business lines as needed for issue
resolution.
- Provide timely, friendly, and accurate service in building interdepartmental and member
relationships
- Provide guidance and support to peers and members in order to meet their individual digital
banking financial needs
- Accurately verify, document, and process all member transactions.
- Perform and process account maintenance, fulfillment requests, research requests, etc....
- Establish and maintain a high level of satisfaction for all staff and member inquiries and
transactions.
- Uncover root cause of problems, correct accounts, and communication actions taken to members.
Educate members on proper use of service.
Recognize and escalate issues; including upgrading from email to voice conversation to gain
efficiency and expedite resolution.
- Collaborate with leadership to recommend areas of opportunity for improved member
self-service
- Other duties as assigned
Qualifications
Associates Degree or equivalent work experience is required- Bachelor’s degree in business, finance or related academic field is preferred
- Knowledge of credit union operations
- Previous call center or branch banking experience preferred
- High degree of knowledge regarding digital banking platforms
- Working knowledge of MS Office
- Must be highly organized and detail oriented
- Strong analytical skills with a high degree of accuracy
- Excellent communication skills, both verbal and written
- Ability to prioritize workload based on service level agreements and member impact
- Possess a high level of professional maturity, demeanor, and appropriate business presence
- Ability to work flexible hours as needed
- Ability to multi-task in other areas of the business unit
- Positive attitude and team-oriented
