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Position: Digital Support Representative

Reports to: Digital Support Lead / Operations Manager

Are you intrigued by the opportunity to help shape a brand-new role focused on enhancing the member experience through the use of technology?

The Digital Support Representative is responsible for delivering high-quality member service across all digital communication channels, including phone calls, ITM transactions, digital banking conversations, and emails. This role supports the Digital Support Center (DSC) by assisting members with account inquiries, transactions, troubleshooting, and general financial service needs. Representatives ensure a seamless and efficient experience for members while maintaining compliance with credit union policies and procedures.

Your purpose:

1. Member Support & Digital Service Delivery

• Handle incoming phone calls, ITM transactions, and digital banking conversations, providing prompt and professional service.

• Respond to member inquiries regarding accounts, transactions, and digital banking features.

• Assist members with troubleshooting digital banking and ITM-related issues.

• Process routine account maintenance, loan payments, and transfers while ensuring accuracy and compliance.

2. Operational Efficiency & Accuracy

• Follow established procedures to efficiently manage call volume and digital interactions.

• Maintain high levels of accuracy when assisting members with financial transactions and account management.

• Escalate complex issues to the Digital Support Lead as necessary.

3. Service Quality & Member Experience

• Deliver clear, professional, and courteous communication across all digital channels.

• Ensure all interactions align with the credit union’s service standards and expectations.

• Identify areas for service improvement and provide feedback to the Digital Support Lead.

4. Technology Utilization & Troubleshooting

• Utilize internal systems and software to process member requests efficiently.

• Stay up to date on digital banking enhancements, ITM functionality, and system updates.

• Provide guidance to members on how to effectively use digital banking features.

Qualifications

Education/Certification:

• High school diploma or equivalent required.

Experience:

• 1+ years of call center, digital support or customer service experience, preferably in a financial institution.

• 1+ years in Teller, Member Service, and/or Lending functions preferred.

Skills/Abilities:

• Strong communication and customer service skills.

• Ability to navigate and troubleshoot digital banking and ITM transactions.

• Attention to detail with strong problem-solving abilities.

• Proficiency in financial institution technology and systems or ability to learn quickly.

• Ability to work efficiently in a fast-paced, member-focused environment.

Schedule:

• Position is located onsite in Olean, NY

The expected pay range for this position is $16.30-20.50/ hour. This salary range only reflects base wages and does not include benefits or other types of compensation. Salary bands are purposefully wide ranging to encompass the different factors considered in determining where a candidate falls in the range, including but not limited to, seniority, performance, experience, education, and any other legitimate, non-discriminatory factor permitted by law.

High Point Federal Credit Union is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. EOE, Vets, Disability.