DIGITAL SERVICE REPRESENTATIVE

CLOSING SHIFT: 10:45 am-7:15 pm non-Sat, 10 am-7:15 pm Sat week, Sat 8:45 am-2:15 pm

The closing shift is eligible for a $3 shift differential

POSITION DESCRIPTION

POSITION TITLE: Digital Service Representative I

DEPARTMENT: Operations

CLASSIFICATION: Non-Exempt

APPROVED BY: CEO

WAGE GRADE: 6

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Assistant Contact Center Manager II/III

POSITION PURPOSE

Accurately and efficiently processes a variety of cash and check inquiry transactions remotely for members through video sessions. Proactively suggests appropriate products and services to benefit our members.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for the effective and professional completion of Digital Service Representative functions.

• Accurately process transactions of all types such as deposits, withdrawals, loan payments, money orders, credit card and line of credit advances through a digital channel. (video session)
• Recognize and act upon referral opportunities to achieve personal sales goals via video sessions for the best financial position of the member.
• Assist members with additional service needs including opening sub accounts, repayment accounts, setting-up auto transfers, and online banking services.
• Provides basic information to members on accounts, products, services, payments and orders.
• Provides basic maintenance on accounts
• Sustains teller balancing standards and accuracy during at the end of each day.

Assumes responsibility for establishing and maintaining effective, professional business relations with members.

• Resolves member requests and questions promptly, courteously, and professionally.
• Keeps members informed of Credit Union services and policies.
• Maintains and projects the Credit Union's professional reputation.

Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.

• Assists area personnel as required.
• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends meetings as required.

Assumes responsibility for related duties as required or assigned.

• Assists other departments as necessary.
• Ensures work areas and equipment are clean and well maintained.
• Performs procedures for opening and closing of operations, including alarm, and door duties.
• Performs related clerical and lending functions as required.
• Comply with the U.S. Patriot Act and the Credit Union's Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach Bliley Act and the Credit Union's Information Security program, maintaining the privacy and security of information, Systems and locations.

PERFORMANCE MEASUREMENTS

• Digital services functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.
• Accurate and complete information about Credit Union, products and services is provided to customers.
• Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisors are appropriately informed of area activities.
• Required reports and records are accurate, complete, and timely.
• The Credit Union's professional reputation is maintained and conveyed.
• Good working relationships, DEI and collaborative initiatives exist with credit union personnel.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: General knowledge of Credit Union policies and procedures

• Understanding of Credit Union philosophy.
• General knowledge of Credit Union products and services

EXPERIENCE REQUIRED: Minimum of one year in customer service

SKILLS/ABILITIES: Excellent communication and public relation skills.

• Professional appearance, dress, and attitude.
• Ability to operate related computer software, telephone and business equipment.
• Solid math and abilities.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sitting and standing. Exerts up to 50 lbs. of force occasionally.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization.

• Able to interpret various instructions.

MATHEMATICS ABILITY: Ability to perform basic math skills, use decimals to compute ratios and percentages.

LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

• Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
• Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

PIfba533379047-25405-36189623