Blaze is seeking an experienced Digital Banking Representative to join our team. This position is responsible for researching, maintaining, supporting, and onboarding both Blaze members and staff for all electronic products and services offered within our Digital Banking platform. The position works with multiple departments, management and vendor representatives to proactively and sustainably support our digital channels and members.
Major Duties and Responsibilities
- Ability to handle multiple priorities and tasks
- Provide high level technical support to members using digital services. This includes triage of technical issues, setup and navigation training.
- Assist in new member digital onboarding
- Professional verbal and written communication to members. Providing escalated member support for all digital products. Member call back as needed.
- Create and maintain internal documentation for procedures of new and existing products
- Demonstrate strong product knowledge and is able to explain features and benefits of each product/service.
- Ability to identify member needs.
- Collaborate with the Member Operations, Deposit Services, Contact Center and Branches to resolve member online and mobile service problems that hinder member satisfaction and continued use.
- Ensure remarkable member experience in Blaze's digital banking channels by providing input on the digital, vision, direction, development, and execution across the organization.
- Gather member and staff feedback to identify opportunity improvements and enhancements.
- Utilizes internal vendor relationships including ongoing communication, incident escalation and resolution regarding SLA guidelines.
- Recommend improvements based upon (QA function) member feedback, analytical conclusions, and understanding of the business.
- Understanding and maintaining of, and compliance with, the protection and privacy of data, security risks, and general financial systems best practices.
- Performs other duties as required.
- (Duplicated from above)
EXPERIENCE/EDUCATION/CERTIFICATIONS/LICENSE
- 1-3 years of progressive experience in digital product delivery, online, mobile or digital channels, preferably in the financial industry; a high school degree or equivalent
KNOWLDEGE/OTHER SKILLS
- Problem solver by nature, even when you don’t have all the answers
- Flexible and adaptable in an ever changing environment
- Proficiency in Windows, iOS and Android OS and Microsoft Office Apps (Word, Excel, PowerPoint)
- Technical proficiency in software navigation
- Alkami Digital Banking Platform experience a plus
- Strong attention to detail
- Strong customer services skills
- Ability to multi-task
- Strong organizational and planning skills
- Excellent communication skills (written and/or oral); courtesy and tact are essential elements of the job; work involves personal contact with members, regarding routine matters for the purposes of giving and obtaining information or instructions, updating, or referring.
If you seek a company that lives out its Core Values to Care and Improve Lives, please consider working for Blaze. We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
