"Alerted.org

High Point Federal Credit Union

POSITION DESCRIPTION

Position Title: Digital Support Representative

Department: Member Service

Classification: Hourly, Non-Exempt

REPORTING RELATIONSHIPS:

Position Reports To: Manager of Operations and digital support lead

Positions Supervised: None

POSITION PURPOSE

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.

Essential Functions and Responsibilities

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. Associate’s or bachelor’s degree preferred, or equivalent experience.

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.

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.

PERFORMANCE MEASUREMENTS

+ Maintain efficient response times and service quality across phone, ITM, and digital channels

+ Accurately process member transactions while adhering to compliance and policy guidelines

+ Deliver high member satisfaction scores through exceptional service

+ Stay updated on technology changes and assist members with digital banking solutions.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

+ Sitting/standing : The role requires sitting for extended periods, when interacting with members or performing administrative tasks.

+ Manual Dexterity: Frequent use of hands and fingers for typing, handling documents, and operating standard office equipment (computers, phones).

+ Visual Acuity: Must be able to read, view screens, and verify detailed information on documents, accounts, and loan applications.

+ Hearing and Speech: Must be able to communicate clearly with members and staff, both in person and over the phone, requiring effective auditory perception and speech.

+ Physical Strength : Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

+ Working Conditions: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

+ Attention to Detail : High level of accuracy is required when processing transactions, opening accounts, or handling loan applications to prevent errors and ensure compliance.

+ Problem-Solving Skills : Ability to assess member needs, resolve inquiries, and escalate complex issues when necessary, ensuring effective solutions.

+ Multitasking : Must be able to manage multiple tasks simultaneously, such as handling member transactions while also addressing inquiries via phone or digital platforms.

+ Decision-Making : Evaluate member situations, recommend financial solutions, and take responsibility for problem resolution, often under time constraints.

+ Emotional Intelligence : Ability to manage stress, remain calm and professional, and navigate sensitive conversations, particularly when handling financial concerns or member complaints.

The expected pay range for this position is $16.30-21.00/ 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.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.