Digital art Jobs in Phoenix az

Job Description

Job Description

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row (2013-2024)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following :

• Full-time employees receive 100% paid health, dental & vision insurance
• Earn incentives up to 15%, depending on position
• 401K plan with employer matching funds up to 5%
• Profit Sharing
• Tuition reimbursement
• Gym membership reimbursement
• Paid time off for holidays, vacation, and sick days
• Diverse and inclusive workplace
• Credit Union West membership and discounts

Be part of our award-winning team!

POSITION SUMMARY

Enhances the quality of life for our members and teams by meeting or exceeding their service expectations and building member relationships of trust and loyalty.

The Digital Service Specialist provides support by enhancing our members' digital banking journey through omnichannel solutions at Credit Union West. Dedicated to supporting, troubleshooting, and optimizing our digital products and services, this role ensures members have a user-friendly and secure online and virtual banking experience. By collaborating with various departments and incorporating member feedback, the Digital Service Specialist champions the credit union's commitment to delivering cutting-edge digital banking solutions that are both seamless and efficient.

Essential Functions & Additional Responsibilities

60% Digital Sales & Service – Demonstrates behaviors mirroring the credit union's mission, core values, and service standards. Builds member relationships, focusing on onboarding new members, cross-selling products and services, and member retention through digital platforms. Champions digital banking solutions, such as video appointments. Confidently navigate omnichannel solutions to open and maintain membership accounts like savings, checking, certificates, and retirement accounts, including specialty accounts like Business, Trusts, and Estates. Provides timely follow-ups for members, ensuring a seamless digital banking experience. Handles application processing and funding for consumer loans, encompassing personal, credit cards, auto, and home equity. Offers and promotes a range of ancillary products associated with loans. Strives to achieve or surpass digital sales and engagement benchmarks.

25% Digital Contact Center Activities – Proficiently handles member interactions across omni-channels, ensuring accuracy, courtesy, and professionalism. Uses contextual understanding and member experience analytics to spot opportunities for digital channel adoption. Adheres to digital member authentication processes to minimize the risk of fraud. Focuses on achieving contact center metrics related to sales, service quality, and response time. Acts as a digital mentor, guiding team members on best practices and providing resource support. Provides member assistance across various omni-channels, including email, chat, video services, and more. Ensures that digital communication remains professional and aligned with our core values.

10% Resource and Contact Center Support – Provides subject matter expert resources to team and acts as a lead in the absence of a manager to de-escalate member concerns. Uses good judgment to provide overrides within permission authority. Ensures member verification protocols are adhered to and keeps manager apprised of concerns. Demonstrates knowledge retention of policy and procedures. Completes reporting, quality assurance, and other contact center responsibilities as assigned.

5% Performs other duties as assigned.

Education : High school graduate or equivalent.

Experience : 3-5 years of customer service experience, with a distinct emphasis on digital customer service. Experience in retail, call centers, and / or financial services is highly preferred. Notary and NMLS preferred.

Skills & Competencies