Digital Member Service Representative I (or II)-Hybrid

Overview

The Digital Member Services Rep I (or II) is responsible for providing an excellent level of service to both members and co-workers in a contact center environment. Through effective communication and thorough knowledge of our products and services, the Digital MSR IV satisfies our members’ needs and effectively resolves members’ concerns. The Digital MSR I personifies our Promise Principles of “Personal”, “Professional” and “Proactive”.

Responsibilities

• Support customers via chat, video chat, and emails from the members’ phones or the company’s website.
• Interact daily with visitors on the company’s website (via online chat software) to provide exceptional customer support in real-time.
• Provide support for digital queues, including Chatbot, Chat, SMS, On Screen Voice, Video, and email.
• Troubleshoot and resolve escalated sign-in and navigation issues presented by members and employees.
• Document and report recurring issues and problems to the manager and Online Banking Channel Analyst.
• Complete requests for all electronic communications from the members through Online Banking Message Center, the company’s website, and secured messages from Co-Op Member Center.
• Compile monthly data and prepare reports for eServices channel usage and member services center secure message volume.
• Assist in handling MSC Service Requests and Call Center PROD fulfillment.
• Mentor less tenured or less experienced digital contact center staff.
• Participate in system testing and quality assurance.
• Handle escalated and detractor relationship digital interactions.
• Address complex issues and problems.
• Assist Member Services inbound team with member phone calls during heavy call volume.

Qualifications

Education

• Min/Preferred: Preferred
• Education Level: 4 Year / Bachelor’s Degree
• Description: Bachelor’s Degree preferred

Experience

• Minimum Years of Experience: 0
• Preferred Years of Experience: 2
• Comments: Must have 0-2 years of relevant general knowledge of call center or customer service experience.

Knowledge, Skills & Ability

• Typing speed of 20-30 wpm.
• Excellent attention to detail and accuracy in typing.
• Thorough knowledge of the Microsoft Office suite of products and ability to use Internet browser software.
• Aptitude for learning new systems, skills & processes.
• Experience in troubleshooting basic smartphone and web browser issues preferred.
• Ability to work in a fast-paced, deadline-driven environment.
• Ability to multi-task with attention to detail.
• Excellent verbal & written communication skills.
• Superior customer service skills.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of responsibilities, duties, or activities that are required of the employee for this job. Responsibilities, duties, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range

USD $19.21 - USD $28.82 /Hr.