What are the responsibilities and job description for the Digital Services Representative position at Commonwealth CU?
Commonwealth Credit Union's mission is to better the lives of those we serve. We do that by following four Quality Standards:
1) Security: Making sure we have a safe environment and are following all applicable state and federal laws
2) Courtesy: Treating everyone with respect and courtesy
3) Image: Maintaining a positive image for our members and in our communities
4) Efficiency: Achieving maximum productivity with minimal wasted effort or expense
The Digital Services Representative provides direct support to our members by phone, secure message and email. This support will include rotating Saturday's. Stays readily available for incoming communication. Troubleshoots with the member and aim to provide a high level of service in the most efficient manner possible. Corresponds with the members in a manner that is highly professional, courteous and timely.
The Digital Services Representative researches and troubleshoots to resolve advanced issues. Uses our internal ticketing system to document and track these issues and opens tickets with the third-party vendors as needed. Uses all available resources to research including Symitar, back-office admin sites, internal and external documentation and previous support tickets. Assists in the development, testing and deployment of new products, features or enhancements to all digital services.
The Digital Services Representative completes administrative changes necessary for digital banking. This includes maintaining all of the back-office users, rights and password resets for all digital products and any other products we deploy. Completes reports to disable services for closed accounts, Member Solution accounts, etc.. and approve new Bill Pay requests. Also completes the monthly reports for the board.
The Digital Services Representative follows credit union procedures for maintaining and servicing digital banking. Maintains a high level of accuracy and efficiency with attention to detail and extensive testing. Considers the member and credit union impact before making changes to any systems.
SATURDAY HOURS REQUIRED
