DIGITAL ENGAGEMENT SPECIALIST
$46,592,000–$69,888,000 year
On-siteFredericksburg, Virginia, United States
Job Summary
Manage various member support channels including online banking secure messages, chat, co-browsing, SMS, audio, and video engagements simultaneously. Serve as a Subject Matter Expert on credit union platforms to respond to inquiries and solve member problems while processing requests for account balances, loan payments, and financial transactions. Create and maintain member communication guides and procedures for all digital services. Administer digital communication channels adhering to privacy, security requirements, and regulations. Collaborate cross-functionally with the Digital Banking Director and other departments on projects involving online banking updates, chatbots, and AI, assisting in channel updates and testing. Promote self-service platforms to increase awareness and use.
Required Qualifications
- Two to Five years of similar or related experience, including time spent in preparatory positions
- A high school degree or GED
- A significant level of trust, credibility, and diplomacy
- Strong attention to detail and accuracy
- Ability to work in a fast-paced and ever-changing environment
- Demonstrated proficiency in using internet platforms such as Microsoft Office Suite
- Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs
- Must be capable of climbing/descending stairs in an emergency situation
- Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators
- Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary
- Must be able to work extended hours or travel off-site whenever required or requested by management
- Must be capable of regular, reliable, and timely attendance
- Must be able to routinely perform work indoors in climate-controlled shared work areas with minimal noise
- Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team
- Must be able to read and carry out various written instructions and follow oral instructions
- Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics
- Must be able to speak clearly and deliver information in a logical and understandable sequence
- Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of customer service and discretion when dealing with the public
- Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace
- Must be able to effectively handle multiple, simultaneous, and changing priorities
- Must be capable of exercising the highest level of discretion on both internal and external confidential matters
Desired Qualifications
- Spanish speaking is a plus
- Knowledge of financial products and services preferred
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