Olympia Federal Savings Looking for Digital Services Support Representative at Olympia, WA  Full Time

Description

*Qualified candidates must reside in Washington State.

Olympia Federal Savings employees love the places we work and the communities we serve. In addition to a generous benefit package and opportunities for career growth, OlyFed employees are able to boast about working for an Association with a positive reputation and a proven commitment to our communities.

OlyFed prides itself on a history of personal, high-quality service to our customers and community. The spirit of giving is built into our charter and culture. Each year Olympia Federal Savings dedicates more than 10% of its revenues to community support. In addition to corporate financial contributions, our employees extend the policy of community involvement by donating their time and talents.

The Digital Services Support Representative is responsible for providing a high level of service to both external and internal customers. Perform specialized processes including, troubleshooting, issue resolution, case management, testing, and providing technical knowledge for digital banking services.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Support the overall strategy and Business Plan for the Digital Services team.
• Answer external and internal customer service phone calls in a prompt and professional manner, with a goal of first call resolution.
• Receive and respond to all external and internal electronic communications.
• Administration of user profiles in backend systems for all digital products and services including Online Banking, Mobile Banking, Mobile and Remote Deposit Capture, Bill Pay, eStatements, P2P Payments, External Transfer, and new online account onboarding.
• Escalate customer issues with manager and/or third-party service providers.
• Review and process Mobile Deposit and Remote Deposit transactions.
• Assess and mitigate risk of potential loss and fraud for online account opening and enrollment.
• Create and maintain written procedures related to Digital Services support processes.
• Test new functionality of digital products and services before releasing for production.
• Identify opportunities for business process improvements and make recommendations to Digital Services Manager on implementation.
• Promote and cross sell other Association products and services, as appropriate.
• Collaborate with Marketing department on promoting new digital products and services.
• Represent OlyFed internally and externally, in a manner consistent with our values and culture.
• Other duties as assigned.

Requirements

KNOWLEDGE, SKILLS AND ABILITY REQUIREMENTS:

• Excellent public and employee relations skills to effectively communicate with internal and external customers, determine their needs, and maintain their confidence.
• Knowledge and technical background of digital services, technology, trends, and user-behaviors.
• Organization and flexibility to prioritize workload in a fast-paced, customer-driven environment.
• Utilize analytical techniques and exercise independent judgment to identify strategies to solve problems and complex employee needs.
• Exercise customer confidentiality and discretionary judgment.
• Exceptional written and verbal communication skills including the ability to clearly communicate and explain complex regulations and documents.
• Proficiency in basic computer programs with an ability to learn new software.
• Read, write, speak, and understand English well. Perform basic calculations.
• Maintain a working knowledge of applicable Association Policies and Federal Regulations.

QUALIFICATIONS:

• Requires High school diploma, GED, or equivalent skills.
• Prior customer service experience.
• Experience with Fiserv systems and/or Q2 online banking systems preferred.
• Must be bondable.
• Reside in Washington State.

PHYSICAL DEMANDS & WORK ENVIRONMENT/CONDITIONS:

Duties are performed in usual office conditions. Ability to operate standard office equipment including personal computer, standard keyboard, 10-key calculator and work a standard shift with repetitive wrist and hand movements. Ability to talk and hear. Ability to stand or sit for extended periods of time. Occasionally lift, move, or carry items up to 15 lbs. Ability to concentrate on the matter at hand, under sometimes distracting work conditions. Requires manual dexterity and handling ability. Use hands and arms to finger, handle, grab and reach. Specific vision abilities including close vision and the ability to adjust focus. Work may involve eyestrain due to constant use of computer screens. Occasional walking, kneeling, stooping, crouching, and bending. Ability to be mobile office-wide for various business needs.

Employees are covered by medical, dental, vision, basic life insurance and long-term disability. Voluntary benefit coverage includes life insurance, AD&D, legal, accident, critical illness, hospital indemnity, and FSA. Options for family coverage are available. Employees can enroll in our company’s 401k plan. We offer immediately vested 5% 401k match, as well as profit sharing. Full time employees will receive the following paid time off per month: 6.67 hours of vacation leave and 8 hours of sick leave. In addition, the following paid time off per year: 11 paid holidays; a float holiday; a birthday holiday; 24 wellness hours; 16 volunteer hours. Modified for part-time employees.

Olympia Federal Savings is an Equal Opportunity Employer and affirmative action employer. EOE AA M/F/Vet/Disability

If you require a reasonable accommodation to complete the application process, please contact Human Resources at 360-754-3400.

Olympia Federal Savings is an Equal Opportunity Employer and an affirmative action employer. EOE AA M/F/Vet/Disability