Location: all cities,MI, USA
Description:
Core Hours: 8am to 8pm Monday through Friday and 8am to 1pm on Saturdays
Must be comfortable working those hours on a rotating basis. Sometimes on 8am to 5pm, then 9am to 6pm and 12pm to 8pm. 2 saturdays a month as well required. Half day during the work week when workinga saturday
Direct placement role looking for a Digital Branch Services Specialist to join their team.
Overview of Responsibilities: Performs a broad range of member sales and service functions to deliver the desired member experience through digital channels and educate members on digital usage. Focuses on listening to identify member needs by asking questions and offering solutions in order to build loyal member relationships. Actively promotes products and services by providing member support for digital services.
Essential Duties and Responsibilities:
- Provides internal and external member support for digital services including online and mobile banking, online bill payment, 3rd party payment services, and their website. Receives and responds to all digital channel communications via phone, live chat, online banking, secured/unsecured email, video, co-browsing, and fax.
- Uses a consultative approach when serving members through video technology and other digital channels and asks high impact questions to identify members' perceived and unperceived needs. Listens for member cues and uses sales skills to successfully cross sell MSGCU's products and services as a solution.
- Follows service standards and completes member service responsibilities with focus and understanding in order to ensure accuracy. Member service responsibilities include, but are not limited to: processing loan applications, opening new memberships, opening IRAs, notary services, wires, and setting-up automated services.
- Assists members in completing traditional branch transactions through video technology and Interactive Teller Machines (ITM). Follows up with branch teams for support when transactions are unable to be completed digitally.
- Provides member education on digital services and assists members and team members with resolving issues with MSGCU's remote services..
- Effectively listens for cues and reviews account data to determine the nature and extent of members' needs and provides appropriate troubleshooting steps and resolution.
- Completes the online account opening process by reviewing online membership applications for approval, updating required tracking, and sending documents to members.
- Uses Creating Member Loyalty skills to bridge the knowledge gap in digital communications in order to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions.
- Generates new business by asking for the business and for referrals.
- Maintains familiarity with competitor fees and products and has a general understanding of the current financial environment.
Additional Skills & Qualifications:
MUST HAVE:
- must be able to pass credit check!
- someone who has worked in a very similar capacity in the past. At least 2 to 3 years of experience. Similar roles could be: virtual banker, digital banker, virtual loan officer, online banker, branch banker, branch services specialist, relationship banker. etc.
- someone who has experience with looking at credit reports, and closing of loans. The type of loans that they are dealing with are persona lons, auto loans, rv loans, credit cards, home equity, etc. They do not deal with Mortgage or Business loans. that is handled by a different department.
- at least some type of financial services sales or service experience. In a branch or call center is required.
- comfortable with high volume and fast paced work environment. right now the team is stretched out thin.
- computer savvyniess