Digital Engagement Specialist

<strong>CommonWealth One Federal Credit Union</strong>&nbsp;is always on the lookout&nbsp;for individuals who will act in our members&rsquo; best interest and who will contribute positively to our workplace. With a sense of urgency, we foster scalable and profitable growth in our communities, building and deepening member relationships with a diverse portfolio of products. &nbsp;Explore how you can learn more about the<strong>&nbsp;Digital Engagement Specialist&nbsp;</strong>opportunity!

Harrisonburg, VA

CommonWealth One Federal Credit Union

<p><strong><em>For You, For Life.</em></strong></p> <p>CommonWealth One has grown to serve over 38,000 members with over $550 million in assets.&nbsp;Through the decades, since 1944, the one that thing that remains the same is our commitment to putting our members at the heart of everything we do; today and for life. Our principles are rooted in forming lasting relationships that improve the lives of our members and community.</p> <p>CommonWealth One is focused on career development and offers a robust compensation package that includes medical and dental plan options, 401(k) plan, tuition assistance, professional development, free parking, and metro accessibility. Federally insured by NCUA and proud to be an equal opportunity employer!</p> <p>To start your journey with CommonWealth One we encourage you to visit our career's website at&nbsp;<u></u>&nbsp;<br /><br /></p> <p style="margin: 0in 0in 11.25pt 0in;">&nbsp;</p>

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Overview: <p>The Digital Engagement Specialist is highly motivated and delivers world-class member service experiences while managing various channels of member support including online banking secure messages, chat, co-browsing, SMS, audio, and video engagements. The Digital Engagement Specialist has extensive experience supporting multiple member interactions simultaneously. They are passionate about providing exceptional service through effective communication and highly developed interpersonal skills.</p> <p>In this role, they will work with cutting-edge technology, including advanced chatbot systems, video conferencing, collaboration tools, voice recognition software, screen-sharing tools, and artificial intelligence. They will also collaborate cross-functionally with other departments to identify and implement innovative solutions to enhance the member experience.</p> <p><strong>Employment Type:</strong>&nbsp;Full-Time</p> <p><strong>Centered Hours (Three Available Shifts Within These Hours):</strong>&nbsp; Monday-Friday: 7:45 am - 6:15 pm rotating; Every other Saturday 8:45 am - 2:15 pm. (Hours subject to change based off business demand).&nbsp;</p> <p><strong>Location</strong>: 4875 Eisenhower Ave Suite 100, Alexandria, VA 22304 or 42 Terri Drive, Harrisonburg, VA 22802 (ONSITE position during Training period, Hybrid work model after successful completion of Training.)</p>
Responsibilities: <ul> <li>Engage with credit union members through all media types to assist with service and sales inquiries.</li> <li>Act as a Subject Matter Expert (SME) on several credit union platforms, products, and services.</li> <li>Respond to member inquiries promptly and professionally, ensuring high-quality service and satisfaction through all channels. Chat, Audio, Video, Co-browse, and Screen Share.</li> <li>Update and maintain all digital procedures and member communication.</li> <li>Create updated guides for all digital services.</li> <li>Provide first touch point resolution for members through digital channels.</li> <li>Responsible for maintaining all secure messages and online banking communication.</li> <li>Administers the credit union&rsquo;s online banking, bill pay, and other electronic services, adhering to all privacy and security requirements/regulations.</li> <li>Partner with the Digital Engagement Manager and other departments for projects regarding digital engagement expansion including but not limited to online banking updates, chatbots, and AI.</li> <li>Assists in the execution of online banking updates and testing.</li> <li>Responsible for identifying, searching, and solving members&rsquo; problems. If necessary, communicate problems and subsequent solutions to the Digital&nbsp; &nbsp;Engagement Manager and/or Supervisor. May be asked to communicate knowledge to other service representatives within the credit union.</li> <li>Promote credit union products and services to members through effective sales techniques.</li> <li>Provide members with accurate and timely information regarding their account balances, loan payments, and other financial transactions.</li> <li>Manage simultaneous interactions specific to online chat. Process member transactions accurately and efficiently, adhering to credit union policies and procedures.</li> <li>Perform other duties as assigned.</li> </ul>
Requirements: <br /> <p><strong><u>Performance Expectations</u></strong></p> <ul> <li>Engage with credit union members through all media types to assist with service and sales inquiries.</li> <li>Meet and/ or exceed performance metrics established by the credit union.</li> <li>Develop and maintain a knowledge base of the ever-evolving products and services.</li> <li>Continuously develop and maintain knowledge of credit union products, services, and policies.</li> <li>Maintain member confidentiality and security by adhering to credit union policies and procedures.</li> <li>Provide feedback to management regarding member issues, concerns, and suggestions for improving services.</li> <li>Recognize service disruptions and report them appropriately.</li> <li>Perform administrative tasks to complete member transactions.&nbsp; Follow-up with members and internal department staff as needed.</li> <li>Maintain a positive attitude towards members and credit union employees.</li> <li>Ensures compliance with applicable federal regulations, including the Bank Secrecy Act, Security, OFAC, and the SAFE Act.</li> </ul> <p><strong><u>Education &amp; Experience</u></strong></p> <ul> <li> <p>High school education or GED.</p> </li> <li> <p>3- 5 years of experience in a related field, preferably with experience in customer service in the digital, banking and/ or credit union industry.</p> </li> </ul> <p><strong><u>Skills &amp; Abilities</u></strong></p> <ul> <li> <p>Strong attention to detail and accuracy.</p> </li> <li> <p>Ability to multitask, work as part of a team with exceptional interpersonal skills.</p> </li> <li> <p>Positive and professional demeanor.</p> </li> <li> <p>Excellent written and verbal communication skills.</p> </li> <li> <p>Knowledge of financial products and services, preferred.</p> </li> <li> <p>Ability to work in a fast paced and ever-changing environment.</p> </li> <li> <p>Demonstrated proficiency in using internet platforms such as Microsoft Office Suite; problem-solving, and conflict-resolution capabilities.</p> </li> </ul> <p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p> <p><strong><u>Other Pertinent Information</u></strong></p> <ul> <li>Regular and satisfactory attendance required.</li> <li>Maintain an acceptable personal credit history and be bondable.</li> <li> <p>Ability to work flexible hours, including evenings and/ or weekends.</p> </li> </ul> <p><strong>Summary of Physical Demands:</strong></p> <p>While performing the responsibilities of the job, the employee is required to convey detailed or important instructions and ideas accurately, audibly, and quickly; hear average conversations and receive ordinary information; use hands to perform such tasks as computer typing, file maintenance, using telephones, ten-key adding machines, and related office equipment; regular and frequent movement requiring the use of hands, writes, arms, fingers; visual acuity necessary to prepare, read, and inspect documents and interpret information on a PC screen.&nbsp; This is primarily sedentary office work with occasional physical activity requiring lifting small boxes/files&mdash;the ability to sit and stay on a telephone headset for long periods.</p> <p>&nbsp;</p>