Digital Member Service Representative I (or II)-Hybrid

The Digital Member Services Rep I (or II) is responsible for providing an excellent level of service to both members and co-workers in a contact center environment. Through effective communication and thorough knowledge of our products and services, the Digital MSR IV satisfies our members' needs and effectively resolves members' concerns. The Digital MSR I personifies our Promise Principles of "Personal", "Professional" and "Proactive".

Responsible for supporting customers via chat, video chat, and emails from the members' phones or the company's website.
• Performs and interacts daily with visitors on the company's website (via online chat software) and will be expected to provide exceptional customer support in real-time.
• Provides support for digital queues, including Chatbot, Chat, SMS, On Screen Voice, Video, and email.
• Troubleshoot and resolve escalated sign-in and navigation issues presented by members and employees.
• Responsible for Chat Maintenance by documenting and reporting recurring issues and problems to the manager and Online Banking Channel Analyst.
• Works and completes requests for all electronic communications from the members through Online Banking Message Center, the company's website, and Secured messages from Co-Op Member Center.
• Compiles monthly data and prepares to report for eServices channel usage and member services center secure message volume.
• Assists in the handling of MSC Service Requests and Call Center PROD fulfillment.
• Mentors less tenured or less experienced digital contact center staff.
• Participates in system testing and quality assurance.
• Handles Escalated and Detractor Relationship digital interactions.
• Handles complex issues and problems.
• Helps Member Services inbound team answer member phone calls, as needed, during heavy call volume.

Education

• Min/Preferred: Preferred
• Education Level: 4 Year / Bachelor's Degree
• Description: Bachelor's Degree preferred

Experience

• Minimum Years of Experience: 0
• Preferred Years of Experience: 2
• Comments: Must have 0-2 years of relevant general knowledge of call center or customer service experience.