Member Relations Digital Specialist

Position Summary

The Member Relations Digital Specialist provides advanced, high-quality service to members and prospective members through phone and digital service channels, including online banking message center, chat, and social messaging platforms.

This position serves as a subject matter resource for digital banking services, online account opening, and complex electronic servicing needs. The Member Relations Digital Specialist supports members in achieving their financial goals by delivering accurate information, resolving complex issues, and providing needs-based product and service recommendations. All duties are performed in compliance with TTCU policies, regulatory requirements, and the TTCU Mission, Vision, and Core Values.

Supervises: None

Essential Job Functions & Responsibilities

Digital Member Service & Support

*Serve as a primary resource for members, non-members, and credit union staff through phone and digital channels, including online banking message center, chat, and social messaging platforms.

*Provide timely, accurate, and professional responses while maintaining service level expectations and quality standards across all digital channels.

*Identify, assess, and respond to member needs to achieve high levels of satisfaction and first-contact resolution.

*Build strong member relationships through clear, engaging, and professional written communication.

*Accurately document all member interactions, actions taken, and outcomes within designated systems.

*Perform a variety of account maintenance and servicing.

*Manage complex servicing tasks with independence, accuracy, and quality, including account maintenance, card support, loan and credit inquiries, and document assistance.

Advanced Digital Banking Support

*Provide advanced support and troubleshooting for online and mobile banking services, including navigation, access issues, feature usage, and system-related concerns.

*Serve as an escalation resource for complex digital banking issues for both internal staff and external members.

*Troubleshoot and de-escalate account and digital service issues by accessing multiple systems and references to determine effective solutions.

*Partners with internal teams as needed to resolve system issues and ensure timely follow-up and resolution.

Online Account Application Processing and Account Production

*Review online deposit account applications and make decisions on applications that require manual review.

*Ensure all required new account documentation is obtained securely, reviewed accurately, and complies with TTCU policies, procedures, and regulatory requirements.

*Communicate application decisions clearly and professionally with members through approved digital channels.

*Conduct outbound welcome calls to new account holders to confirm account setup, answer questions, cross sell additional products, and promote digital banking adoption.

*Provide education and guidance on online and mobile banking tools to enhance the member's onboarding experience.

*Contribute to production and growth objectives by remaining knowledgeable of current products, services, and promotions.

*Utilize TTCU systems to identify member needs and recommend appropriate products or services aligned with those needs.

Productivity, Quality, and Adherence

*Support Member Relations Center service objectives by consistently adhering to assigned schedules and attendance requirements.

*Meet or exceed established Quality Assurance (QA) standards related to interaction quality, member experience, documentation accuracy, and procedural compliance.

*Deliver consistent, high-quality member experiences by adhering to call flow guidelines, communication standards, and service expectations.

*Process interactions efficiently by correctly navigating systems and meeting established call handling and productivity metrics.

*Incorporate QA feedback and coaching to continuously improve performance, professionalism, accuracy, and member engagement.

*Maintain attention to detail to minimize errors, reduce rework, and support quality and first contact resolution outcomes.

Compliance & Risk Awareness

*Perform all duties in compliance with TTCU policies, procedures, and applicable regulatory requirements, including Bank Secrecy Act (BSA) and AntiMoney Laundering (AML) awareness.

*Identify and appropriately escalate potential fraud, suspicious activity, or compliance concerns following established guidelines.

*Maintain confidentiality of member and organizational information and exercise discretion in all interactions.

*Complete required compliance training and consistently apply regulatory knowledge during member interactions.

Minimum Qualifications

Educational Requirements:

High School Diploma, GED, or equivalent educational certification

Position Competencies

Communication - Understands spoken information; speaks clearly and understandably; presents with confidence; gauges audience reaction, interest, and understanding, and adjusts communication style or content accordingly.

Delivering Results - Focuses on understanding and addressing customer needs; sets high standards for work quality and quantity; delivers high productivity in a focused and timely manner; structures and prioritizes work activities; shows commitment to the organization.

Dependability - Takes direction from others; adheres to regulations, policies, procedures, and legal obligations; is punctual and reliable; performs work in a safe and secure manner, prioritizing the safety and security of individuals, materials, and information.

Building Relationships - Develops relationships and builds networks; creates a positive impression and builds rapport; adapts approach to interact effectively with others; effectively manages conflict; helps others succeed.

Writing - Understands written information; writes clearly, succinctly, and correctly, avoiding jargon and complexity; structures written information to meet the audience's needs and stimulate interest.

Working Conditions

*Routinely perform work indoors in a climate-controlled, centralized work environment with moderate noise levels controlled.

*Extensive use of video, computer, and telephone systems.

*Extended periods of sitting and computer use.

*Schedule flexibility may be required to support digital support operational needs.

*Ability to lift up to 25 pounds.

Additional Requirements

*Advanced proficiency with PCs, mobile devices, and digital banking platforms

*Intermediate proficiency with Microsoft Office 365 applications (Outlook, Teams, Word, Excel)

*Understanding of basic banking, financial products, and credit union operations

*Ability to navigate multiple systems simultaneously in a digital service environment.

*Accurate typing and written communication skills

Employee Statement of Understanding

I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.

I am able to perform all of the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations, and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.