Job Store Staffing is currently seeking a Digital Support Representative for our client. This individual must have sufficient background knowledge in both the financial and digital/electronic industries to be able to deliver exceptional service to members.
Location: North Colorado Springs, 80921
Shift: Monday - Friday from 7 am to 6:15 pm (typically 40 hours a week)
with OT and Saturdays as needed
Starting Pay: $20-22/hour
plus a $1 language differential (bilingual Spanish/English)
Duration: Temporary with opportunity of permanent placement.
Responsibilities:
- Troubleshoot issues, then accurately document defects for the development team’s prompt resolution (capture steps, provide quantifiable impact)
- Monitor and report issues, progress, and resolutions to staff and membership
- Translate technical concepts into clear instructions to establish full understanding and confidence in digital products for members or staff with inquiries
- Sales support by increasing electronic channel usage and service initiatives referrals for both membership and staff
- Testing user acceptance prior to product launches, and monitor the new features, enhancements, and eliminations
- Direct support of members and employees’ service issues
- Gather and communicate member/staff feedback on feature enhancements and help improve staff and member engagement with digital channels
- Support projects within the organization's strategic plan: maintain relevant and efficient digital product and service offerings
Qualifications:
- High School Diploma or equivalent
- Required – 2+ years of experience in customer service, call center or financial service
- Required - 1+ years experience in electronic product support or related degree program
- Broad command and understanding of financial industry
- Functional knowledge of compliance, fraud intervention, and internal controls regarding electronic banking
- Strong knowledge of digital channels
- Excellent organizational skills
- Mastery of verbal and written communication skills
- Skilled in conflict resolution/management to professionally de-escalate member concerns
- (Preferred) proficiency with Symitar, Bill Pay Administration, Online Banking, and Online Banking Administration, CRM