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Digital Services Specialist I
Category: Banking
  • Your pay will be discussed at your interview

Job code: lhw-e0-90625675

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Navy Federal Credit Union

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Digital Services Specialist I
Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VAcampuses*Consistently Awarded Top Workplace*Nationally recognized training department by TRAINING Magazine*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To troubleshoot, resolve and escalate members and other individual's inquiries related to Navy Federal support of online, Mobile, web bill pay, and other digital services in a timely fashion. To initiate investigative or corrective procedures. Assist other Business units with troubleshooting calls. To serve as support in this member facing role of digital services to Contact Center Operations (CCO) and/or other Navy Federal employees requiring assistance.Responsibilitieso Ensure the implementation of new and enhanced processeso Escalate issues as needed to appropriate representative and/or business unito Execute first call resolution; may require research, follow-up, return callso Identify opportunities to cross service products and increase product penetrationo Report technical and system problems to management o Research, gather and synthesize data; present conclusions and recommendations to management and/or team memberso Research, resolve and serve as liaison with bill pay provider for member bill pay errorso Resolve technical problems involving digital services on devices and online products/serviceso Set up digital service for new memberso Troubleshoot incidents and guide end user through the resolution processo Develop and recommend enhancements to improve operational processes and procedureso Resolve application, system and interface errors to reduce member service impacto Serve as a resource to others regarding business unit's functionso Serve on teams and task groups for projects/initiatives within the business unit &/or across the organizationo Troubleshoot system issueso Perform other duties as assignedQualifications - All required unless otherwise notedo Ability to work independently and in a team environmento Familiarity with enterprise systems, terminal knowledge and IT terminologyo Knowledge of Navy Federal products, services, programs, policies and procedureso Knowledge of digital services including online and social mediao Research, analytical, and problem solving skillso Skill building effective relationships through rapport, trust, diplomacy and tacto Skill exercising initiative and using good judgment to make sound decisionso Skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulationso Verbal and written communication skillso Effective skill performing mathematical calculations and working accurately with numbersDesired o Experience in member/customer service preferably in a call center, retail banking or financial institutiono Familiarity with accounting, credit, and/or lending principles and techniqueso Familiarity with end user support functions and requirementso Chat and eMessage communication experienceBank Secrecy ActRemains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.Hours: TBD

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability


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