Senior Digital Experience Specialist
1 day ago
Tacoma
Job DescriptionDescription: Join a Legacy of People Helping People Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities. At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive. When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities. Position Purpose The Senior Digital Support Specialist provides exceptional service to members via multiple inbound and outbound channels (phone, email, and chat). This position sees the value in leveraging technology for both the internal and external member experience. The Senior Digital Support Specialist must have strong interpersonal skills with the ability to serve as second-level support to online channels, internal communication channels (email and service desk), and peers. Base Expectations Embraces and lives TAPCO's Values. • We are People-Centric, • We are Curious, • We are Inclusive, • We are Collaborative Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions. Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances. Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances. Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty. Leadership Competencies Drives Purpose and Vision: Painting a compelling picture of the vision and strategy for TAPCO through the development and motivation of their team. Plans and Aligns: Planning, prioritizing, providing direction and removing obstacles to keep TAPCO moving forward and meeting our organizational goals. Requirements: Position Responsibilities • Supports member facing technology including but not limited to: Internet Banking, Mobile Banking, Digital Account Opening, Digital Loan Applications, Bill Payment, and unsecure and secure chats interactions., • Provides second level support via phone queues for various credit union departments. Acts as a liaison between internal departments to solve cross-functional tasks that affect the member experience., • Seeks to deepen member relationships by delivering solutions to service members' needs by offering additional credit union products, promotions, and services to members and promoting digital channels., • Provides exceptional member experience via secure and unsecure email and chat channels., • Assists with online account enrollments, complex bill pay inquiries, and digital loan applications., • Assist with training Credit Union staff on available digital products and services, policies, procedures, and regulatory requirements., • Researches and resolves problems independently or with minimal guidance., • Meets/exceeds department service level agreement expectations and individual KPIs., • Leads with a digital-first mindset, coaching staff to leverage technology, digital tools, and innovative solutions to meet member needs efficiently and effectively., • Works closely with IT, member experience groups and leadership on a broad variety of projects, serving as project subject matter expert and ensuring timelines are met., • Contribute to a culture of teamwork, continuous improvement, and operational excellence., • Work independently with strong initiative, resourcefulness, and sound judgment., • Takes ownership of member concerns and provides prompt follow-up/resolution with a sense of urgency., • Demonstrates an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures., • Contribute to a culture of teamwork, continuous improvement, and operational excellence., • Registers and maintains registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures., • Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions., • Embeds diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow., • Assumes responsibility for other duties as required or assigned., • Maintain confidentiality, control risk, and manage operations in accordance with TAPCO policies, procedures, and regulatory requirements. Position Qualifications Minimum Qualifications: • High School diploma, or equivalent., • 1-3 years’ experience at a financial institution., • Proven experience in digital systems support, data analysis, or a related technical or operational role, • Strong analytical and problem-solving abilities., • Excellent written and verbal communication skills., • Strong organizational and time-management skills with a proven ability to meet deadlines, • Ability to work independently with minimal supervision., • Demonstrated ability to provide exceptional customer service., • High level of initiative, resourcefulness, and accountability., • Familiarity with system performance monitoring, process optimization, or workflow analysis is preferred, • Proactive problem solver, • Ability to effectively communicate with teams across the organization., • Ability to prioritize and organize work in a multitasked environment., • Flexibility is necessary as an employee’s job responsibilities may change at any time during employment, • Experience collaborating with cross-functional teams, including IT and other internal teams., • Understanding of the credit union’s field of membership., • Thorough knowledge of Credit Union services and products., • The work environment is an office setting, and in-person, • Movements frequently and regularly required using the wrists, hands, and/or fingers., • Frequently required to sit and stand for longer periods of time. All newly hired employees at TAPCO Credit Union are subject to a 90-day introductory period beginning on their first day of employment. This period is intended to provide structure, clarity, coaching, and support while employees learn their role and the organization. Completion of the introductory period does not guarantee continued employment or change the at-will employment relationship. Salary: Starting rate of $22.05 - $24.25 per hour (depending on experience). Benefits TAPCO offers a comprehensive benefit package: • 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees., • 50% Employer-paid spouse coverage., • 65% Employer-paid dependent children coverage, • Flexible Spending Account (FSA), • Dependent Care FSA, • Health Savings Account (HSA), • 401(k) Plan with up to 7% match, • 100% Employer-Paid Life Insurance/AD&D package, • Paid Vacation and Sick Time, • 11 Paid Holidays + 1 Floating Holiday, • Optional Short- and Long-Term Disability, • Employee Assistance Program, • 40 paid volunteer hours TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected. • We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work., • We are committed to nondiscriminatory practices and provide equitable opportunity for all., • We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard., • We welcome every person to bring their authentic perspective and experience to advance our mission., • We focus on real people's experiences to uncover and address systemic inequities., • We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community., • We put allyship into action every day. TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.