Digital Branch Representative

JOB TITLE: DIGITAL BRANCH REPRESENTATIVE

FLSA STATUS: NON-EXEMPT
REVISED DATE: 12/29/2023

REPORTS TO: ASSISTANT DIGITAL BRANCH SUPERVISOR

PRIMARY FUNCTION:
This position exists to provide exceptional member service through our various digital communication methods, complete transactions, and problem solve with members in an efficient, courteous, and timely manner. This position is responsible for assisting members through any questions regarding the use of our digital platforms. Responsible for projecting a professional image to the members through voice, online chats, and video platform communications.

PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Complete member inquiries and transactions in a timely and professional manner
2. Answer all incoming calls and respond to all digital communication platforms. Assess the situation, ask any clarifying questions, and direct members to correct department for resolution as needed.
3. Assist members in resolving any questions/complaints, referring when necessary.
4. Act as a subject matter expert for our members on all consumer facing digital platforms.
5. Assist onboarding and advising members in using all digital platforms offered.
6. Troubleshoot members digital banking using proper programs and tools and resources.
7. Outbound calling to members when needed.
8. Process daily, weekly, and monthly digital branch reports.
9. Process online check orders.
10. Process and respond to account and deposit verifications.
11. Actively and thoughtfully communicating with their supervisor, planning their goals and development, taking accountability for their actions and striving for excellence.

GENERAL DUTIES/RESPONSIBILITIES:
12. Promote products and services.
13. Attend all meetings as required.
14. Maintain clean and professional work area and appearance.
15. Maintain positive public relations and promote credit union within the community.
16. Complete educational programs as required.
17. Perform the following commitments of service to each and every member at all times:
a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b. Keep a smile in my voice as well as on my face.
c. Answer the telephone or digital communication within the allotted 20 seconds.
d. Call people by name and thank them.
e. Give people my full and undivided attention; focus on the person face to face, telephone, and online chat.
f. Take responsibility for solving the individual's problem instead of referring it to someone else.
g. Deliver on commitments of action(s) to be taken, so excuses won't be necessary.
h. Follow through on necessary action(s) to be sure the problem is solved.
i. Know that what's important is not only who or what created the problem but how the problem can be corrected.
j. Protect confidential information.
18. Other duties as assigned.