Digital Service Specialist

4 weeks ago


Troy, Michigan, United States Michigan Schools and Government Credit Union Full time
Job Title: Digital Service Specialist

Michigan Schools and Government Credit Union (MSGCU) is seeking a highly skilled Digital Service Specialist to join our team. As a Digital Service Specialist, you will be responsible for providing exceptional member service and support through digital channels, including online and mobile banking, online bill payment, and the MSGCU website.

Key Responsibilities:
  • Provide internal and external member support for MSGCU's digital services, including online and mobile banking, online bill payment, and the MSGCU website.
  • Receive and respond to all digital channel communications via phone, live chat, online banking, secured/unsecured email, video, co-browsing, and fax.
  • Use a consultative approach when serving members through video technology and other digital channels, asking high-impact questions to identify members' perceived and unperceived needs.
  • Listen for member cues and use sales skills to successfully cross-sell MSGCU's products and services as a solution.
  • Follow MSGCU's service standards and complete member service responsibilities with focus and understanding to ensure accuracy.
  • Assist members in completing traditional branch transactions through video technology and Interactive Teller Machines (ITM).
  • Provide member education on digital services and assist members and team members with resolving issues with MSGCU's remote services.
  • Effectively listen for cues and review account data to determine the nature and extent of members' needs and provide appropriate troubleshooting steps and resolution.
  • Serve as help desk support for branch network for members' digital services inquiries and follow up with member service team when necessary.
  • Complete the online account opening process by reviewing online membership applications for approval, updating required tracking, and sending documents to members.
  • Assist with testing and implementation of new products as required.
  • Use Creating Member Loyalty skills to bridge the knowledge gap in digital communications to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions.
  • Generate new business by asking for the business and for referrals.
  • Maintain familiarity with competitor fees and products and have a general understanding of the current financial environment.
Requirements:
  • High school diploma or GED.
  • 1 year of progressively responsible experience within a financial institution to become familiar with the variety of financial products and services and account options available.
  • Preference given to candidates with at least one year of experience supporting online or remote services.
Benefits:
  • Competitive salaries.
  • Enerous health benefits.
  • Vacation time.
  • Retirement plan contributions.
  • Discounts on loans and phone service.

Michigan Schools and Government Credit Union is an equal opportunity employer and welcomes applications from diverse candidates. We offer a comprehensive total rewards package, including competitive salaries, health benefits, vacation time, retirement plan contributions, and discounts on loans and phone service. If you are a motivated and customer-focused individual who is passionate about delivering exceptional member service, we encourage you to apply for this exciting opportunity.



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