Contact Center Digital Member Support Specialist

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Contact Center Digital Member Support Specialist position is responsible for serving member-owners and staff accurately and efficiently through multiple delivery channels (including chat, email and phone) regarding Credit Union products and services on our website and digital app. The Digital Member Support Specialist performs all functions in a manner which aligns with the Credit Union's mission of enhancing our member-owners’ financial lives and becoming their preferred financial partner.

Essential Functions and Responsibilities

• Responds to member inquiries, resolves concerns, and provides effective problem resolution across multiple communication channels, including telephone and online platforms.
• Performs financial and file maintenance transactions required to make corrections for service member accounts. Uses Vital Basics principles to communicate results and resolutions to staff and members.
• Assists and troubleshoots for both staff and members with Online banking access issues including; resetting user credentials, correcting system errors to assist in smooth customer login experience.
• Identifies member needs and proactively educates them on relevant TFCU products and services to enhance their financial well-being.
• Collects and shares member feedback with appropriate internal stakeholders to support continuous improvement of the member experience.
• Participates in ongoing training and development initiatives within the department and in collaboration with other teams, including Digital Banking, and Enterprise Business Analytics.
• Demonstrates exceptional interpersonal and service skills by addressing issues at the first point of contact, maintaining professional communication, and ensuring timely follow-up.
• Supports fraud prevention efforts by coordinating with internal fraud teams to monitor, escalate, and resolve suspicious activity related to online transactions.
• Monitors and maintains the integrity of digital banking platforms by identifying and correcting process inconsistencies by timely communicating with our digital experience team.
• Assists in the ongoing evaluation and optimization of digital banking processes to improve customer experience and operational efficiency.
• Coordinates and follows up on online account research requests with third-party vendors through ticketing systems or direct conference calls to ensure timely resolution.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have a demonstrated knowledge of Credit Union products and services, including certificates of deposits, loan maintenance, and online banking platforms.
• Must have strong verbal and written communication skills, with the ability to convey information clearly, professionally, and efficiently in English.
• Must be proficient in grammar, data entry, and typing, with a strong emphasis on accuracy and attention to detail.
• Must have the ability to analyze complex problems and use independent judgment, discretion, and take initiative in absence of specific directions from management
• Must be a collaborative team player with the ability to effectively source information and solutions from various departments across the organization
• Must meet follow-up timeframe expectations with members and employees
• Must have knowledge of deposit products, services, and delivery systems
• Must have an understanding of Credit Union operations, financial products, services, and delivery systems
• Must have basic arithmetic skills
• Must be proficient in basic to intermediate computer skills, including web browsing and foundational knowledge of Microsoft Excel, Word, and Outlook.
• Must have intermediate navigation skills with both Android and iPhone Mobile devices, along with Mac and Windows operating systems.
• Must be able to perform effectively in a fast-paced, goal-driven environment while maintaining accuracy and professionalism under pressure.
• Must have the ability to understand all business processes within the credit union
• Must be highly organized and detail-oriented, with the ability to manage multiple tasks and priorities simultaneously.
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as required
• Must be committed to delivering exceptional service and support to Truliant Federal Credit Union members.

Physical Requirements

• Requires the ability to work varied hours between 8:00 am and 5:45 pm (Monday–Thursday), 8:00 am – 6:15 pm (Friday), and 9:00 am – 12 pm (Saturdays)
• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to use a telephone and wear a phone audio headset
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• High School Diploma or equivalent required
• Previous contact center experience preferred
• Previous experience in the financial industry preferred
• Previous experience troubleshooting the use of a financial website or mobile app preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account