Digital Support Representative

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 and internal staff.

Location: North Colorado Springs, 80921

Shift: 40 hour work weeks between Monday - Saturday 7 am to 6 pm

with OT and Saturdays as needed

Starting Pay: $18-20/hour

plus a $1 language differential (bilingual Spanish/English)

Anticipated Start June 1

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 – 1+ years of experience in customer service or financial service, or related degree program
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