Digital Member Service Representative is primarily responsible for delivering consistent and seamless member service through incoming calls, chats, emails and all other digital channels of communication. The Digital Member Service Representative performs a wide variety of duties related to all phases of products, services and policies as embodied by Westby Co-op Credit Union done in accordance with procedures.

Principal Duties and Responsibilities:

• Answer member questions, completes non-monetary transactions. Provide answers with a one call resolution, and forwarding calls as needed to a subject matter expert in the appropriate department or personnel.  
• Provide each member a helpful, respectful, friendly and professional member service experience. Building strong member relationships.
• Acquire an extensive knowledge of the phone system and office equipment used to facilitate all aspects of the position, including other programs needed to complete task.
• Proper identification of members, handling of passwords and pins, and always maintaining the integrity of our confidentiality policy. Maintaining a neat work area so confidential information is not compromised.
• Responsible for all aspects of the digital channels of communication, including online banking services and chat product. Providing online resets, unlocks and temporary passwords.
• Resource for our automated phone banking, including unlocks and reset of pins.
• Deliver solutions and troubleshoot a variety of member issues with calm and empathetic support.
• Respond to member inquiries through email, providing a professional appearance.
• Educate members on products and services we offer, fees and policies regarding their financial information, and evaluate member needs to promote relevant products and services to members. Educating on how to engage safely in digital channels.
• Properly enter information into the core system and programs used by the Digital Member Service Representative to complete transactions, cash advances, request forms, stop payments, statements, corporate checks, member updates, check and card orders and other related transactions.
• Add additional share accounts to existing membership accounts.
• Assist with preparation of wire requests from members.
• Work closely with other departments to provide smooth resolution to member inquiries. 
• Accountability and good communication within your team.
• Perform other job-related duties and services as manager sees appropriate.
• Adhere to policies and procedures.
• Alert to possible fraud or scams posing a risk to member’s accounts. 
• Completion of required annual education. 

Work Relationships and Scope: Reports directly to the Digital Branch Manager. Will have regular contact with members and employees of the Member Service Department. 

Performance Dimensions:

• Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
• Provide outstanding services to co-workers & members.
• Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.  
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.
• Enhance job growth through continuing education, as required or necessary.

Knowledge, Skills and Abilities Required:

Education/Experience:

• Previous financial experience desired.
• Financial post-secondary education preferred.       

Skills and Abilities:

• Ability to perform basic mathematical calculations accurately, such as adding, subtracting, multiplying and dividing.
• Ability to manage personal workflow, process transactions, and meet deadlines by being organized, detailed, and task oriented.
• Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.  
• Knowledge and ability to apply current financial service industry standards, laws, and regulations.
• Ability to present ideas, report facts and other information clearly and concisely. 
• Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.

Working Conditions:

Job Conditions/Work Location: The majority of work will be performed in a normal office environment. Hours of work will generally be during regular business hours. There will be some variation in work hours due to special projects, deadlines, education and other concerns. The noise level in the work environment is usually moderate. Will make periodic visits to branch locations.

Physical Requirements: Ability to sit for extended periods of time, regularly access files (some standing, walking, climbing, bending, stooping, lifting and carrying of usually light materials.) Frequent mental and visual concentration required for computer usage.

Equipment Used: Various software programs, telephone, computer, copy machine, calculator, fax machine, and other office equipment.

Hazards: Only those present in a normal office setting; no known hazards. In the course of working with the public, the employee may, on a very limited basis, encounter abusive, aggressive or unpredictable threatening behavior. Must observe safety and security practices at all times.  

Acknowledgment: This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by leadership. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.