Digital Services Specialist

BASIC FUNCTION

The primary purpose of this position is to assist WEOKIE Federal Credit Union in carrying out our vision. Our vision is to make a difference, one person at a time, by being the best place our employees have ever worked, our members' most trusted financial partner, and a positive force to improve our community. We carry out this vision by "Doing the Right Thing."

The Digital Services Specialist supports the delivery, maintenance, and enhancement of the Credit Union's digital member experience. This position serves as a primary resource for digital account opening, digital onboarding, member service, digital banking support and troubleshooting. The Digital Services Specialist assists members and employees with digital banking products and services while ensuring operational excellence, regulatory compliance, and exceptional member experience. The position partners with internal departments to improve digital adoption, streamline processes, and support emerging technologies and AI-driven tools.

The Digital Services Specialist will build and strengthen member relationships by educating members on products and services, identify member needs, and offer personalized financial solutions that deliver value and enhance the member experience.

MAJOR ACTIVITIES

ROLE PURPOSE

• Support digital account opening processes, onboarding activities, and account maintenance functions while ensuring a seamless member experience.
• Deepens member relationships through proactive needs discovery, financial education, and consultative service. Connects members with appropriate products and services that support their financial goals, enhance the member experience, and strengthen overall member engagement and retention.
• Provide support for online banking, mobile banking, digital account opening, and other digital services platforms.
• Assist members and employees with digital service inquiries, troubleshooting, and resolution of issues through various delivery channels.
• Research and resolve member concerns related to digital services, account access, authentication issues, system functionality, and operational requests.
• Process digital service requests accurately while maintaining compliance with credit union policies, procedures, operational controls, and regulatory requirements.
• Monitor digital service activities and identify opportunities to improve service delivery, member satisfaction, and digital adoption.
• Assist with testing, implementation, and ongoing support of digital banking enhancements, emerging technologies, and AI-powered solutions.
• Collaborate with cross-functional teams to optimize digital workflows, improve operational efficiency, and enhance the overall member experience.
• Ensure appropriate risk mitigation activities and operational controls are followed to protect member information and minimize fraud exposure.
• Utilize multiple software applications, digital banking systems, operational tools, and reporting resources to support daily responsibilities.
• Maintain current knowledge of credit union products, services, digital platforms, and industry trends.
• Other duties as assigned.

CRITICAL RESULTS

• Member relationship growth metrics are consistently achieved.
• Key operational metrics, service standards, and goals are consistently achieved.
• Attendance, scheduling, and productivity expectations are met.
• Members receive timely, accurate, and professional support regarding digital banking products and services.
• Digital account openings and onboarding activities are processed efficiently and accurately.
• Member issues and service requests are resolved with a high level of satisfaction and within established service standards.
• Strong compliance with applicable policies, procedures, operational controls, and regulatory requirements is consistently maintained.
• Risks, losses, and operational errors are minimized through adherence to internal controls and established processes.
• Digital banking adoption and member engagement objectives are supported and achieved.
• System enhancements, implementations, and testing activities are completed accurately and efficiently.
• Product knowledge remains current to effectively support members and employees.
• Written and verbal communications with members and employees are professional, accurate, and informative.
• Attendance, scheduling, and productivity expectations are met.
• Positive working relationships are maintained with members, employees, vendors, and business partners.
• Support is provided to internal departments as needed to promote consistent and exceptional member experience.

QUALIFICATIONS

• High school diploma or equivalent required. Post-secondary education in business, finance, information technology, or related field preferred.
• Two years or more of experience in financial services, contact center operations, digital banking, member service, or related experience preferred.
• Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role.
• Knowledge of digital banking platforms, online account opening systems, mobile banking applications, and related technologies preferred.
• Strong problem-solving, analytical thinking, and troubleshooting skills.
• Excellent verbal and written communication skills with the ability to explain technical concepts in a clear and professional manner.
• Ability to learn, retain, and apply knowledge regarding multiple software applications, operational systems, and digital technologies.
• Proficient in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Ability to work independently and collaboratively within a team environment.
• Knowledge of privacy, information security, fraud prevention, and regulatory requirements related to digital services preferred.

Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU's core values.

Member Focus (Internal and External): Builds member confidence, is committed to increasing member satisfaction, assumes responsibility for solving member problems, and delivers exceptional service experiences.

Deepening Member Relationships & Financial Wellness: Builds trusted relationships with members by actively engaging in meaningful conversations to understand their financial goals, needs, and challenges. Uses consultative skills to provide personalized guidance and recommend products, services, and solutions that enhance financial well-being, strengthen member loyalty, and support long-term financial success.

Dependability: Meets commitments, works independently, accepts accountability, handles change effectively, and consistently demonstrates reliability.

Integrity/Ethics: Maintains confidentiality, acts with honesty and professionalism, supports organizational values, and demonstrates accountability in all actions.

Job Specific Competencies:

Relationship Building Skills: Develops strong working relationships, promotes collaboration, and identifies opportunities to improve member value and engagement.

Job Knowledge: Maintains expertise in digital banking products, services, technologies, and operational procedures.

Productivity: Effectively prioritizes work, manages multiple responsibilities, and meets established deadlines and performance expectations.

Quality: Demonstrates attention to detail, pursues continuous improvement, and ensures accuracy in all work performed.

Communication Skills: Clearly communicates information to members and employees with varying levels of technical understanding.

Interpersonal Skills: Demonstrates active listening, flexibility, professionalism, and the ability to build trust with members and coworkers.

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. While performing the duties of this position, the employee is frequently required to sit, communicate, hear, and utilize computer equipment. The employee may occasionally be required to lift and/or move items weighing up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. The employee is not substantially exposed to adverse environmental conditions. The noise level in the work environment is typically moderate.

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.