Job Description

WHITEFISH CREDIT UNION

POSITION DESCRIPTION

Position Title

: Digital Services Representative II

Organizational Relationships

: Reports to assigned Digital Services department manager

Supervisory Responsibilities:

None

General Function:

Serve as professional, knowledgeable and friendly "voice" of Whitefish Credit Union. Receive incoming calls and determine the products, services or resources that the member either requires or from which the member could benefit. Provide direct support services to members and potential members, and if unable to provide direct support, connect them with the appropriate WCU staff representative. Assist and support all Digital Services managers and representatives in departmental processes as assigned.

Position Functions:

Answer inbound calls, determining the needs of the caller, and verify the caller's identity, minimizing the caller's time and effort in resolving their concern. Assist with escalated calls as needed. Be knowledgeable of all aspects of the Digital Services Department through cross training. Utilize this training and become a resource for the DSR Is, as well as others. Identify products/services that might be beneficial to members and provide information about their value and benefit. Perform teller functions for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure member's needs are addressed in a polite and friendly manner. Perform intermediary member transactions and tasks. Assist with backing up the Digital Service Representative IIIs in daily duties as assigned. Cross-sell online banking and online bill pay services and assist members in online banking enrollment and understanding the e-statement process. Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner. Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling member requests and merchant verifications. Report to work on time and as scheduled. Perform other duties as assigned.

Position Requirements:

Ability to communicate effectively in person, in writing and over the phone with all internal and external stakeholders. Courtesy and tact are essential. Ability and willingness to interact calmly and professionally with people from all backgrounds. Ability to multi-task, prioritize and organize day-to-day responsibilities with attention to detail and timeliness. Ability to follow oral and written instructions. Ability to work with others in an effective manner, listen well, share work-related information and be tolerant of others' work styles. Competent with Microsoft Office; ability and willingness to work with a variety of office equipment and software systems. Ability to lift up to 15 lbs., with or without accommodation. Complete mandatory annual BSA training that includes Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, as well as the safe keeping of member information, and passes any applicable tests. Follow all Whitefish Credit Union, Montana and Federal information privacy guidelines. Adhere to all Whitefish Credit Union policies and procedures. Protect Member and Whitefish Credit Union confidential information.

Required Education and Experience:

High school diploma or equivalent. 1-3 years similar or related experience, including preparatory experience.


This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by management at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.