Ent Credit Union
Digital Support Representative Jr
Ent Credit Union, Colorado Springs, Colorado, United States, 80901
Digital Support Representative Jr
Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset. Job Description
The Digital Support Representative Jr will deliver exceptional service to members and internal staff relative to Ent's digital channels. The Jr representative must provide accurate and timely support for member and staff inquiries. They assist in troubleshooting reported issues, capturing steps to reproduce, providing a quantifiable impact, reporting detailed defects to the development team for prompt resolution, monitoring the status of the request, and keeping staff and membership apprised of the progress. To improve defect escape rates, the Digital Support Representative Jr will participate in ongoing user acceptance testing prior to product releases. They will assist with supporting the initial implementation of new digital features while providing ongoing resource support for staff and membership using existing digital products and services. The Digital Support Representative Jr is committed to increasing the usage of digital products and being the point of resolution for inquires received through their queue. They gather member feedback to make recommendations to improve member experience and efficiencies. Essential Functions Digital Support: Meeting and maintaining service metrics to include: Service Level Agreements (SLA) Call Abandonment Average Wait Time (AWT) Average Handle Time (AHT) Quality Assurance Managing Call Volume Translate technical concepts into clear instructions for staff, imparting understanding, and confidence in digital products. Refer sales and service initiatives through electronic channels to membership and staff. Increase channel usage and credit union sales opportunities. Increase staff knowledge of digital products and services. User Acceptance Testing and Defect Triage/Monitoring: Participate in user acceptance review prior to product launch. Support the implementation of new features, enhancements, and eliminations through direct support of members and employees' escalated service issues. Efficiently report, monitor, and communicate resolutions to staff and membership regarding digital issues. Report defects to development teams in a timely manner to reduce member friction and enhance member experience. Represent voice of the member/staff in real-world application of digital channels: Provide feedback on feature enhancements that will improve staff and member engagement with digital channels. Represent voice of the member/staff in real-world application of digital channels. Product Support: Support projects within Ent's strategic plans as related to digital products and services. Help maintain relevant, efficient product offerings. Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act. Qualifications
Minimum Formal Qualifications for this Position High School Diploma/G.E.D. or equivalent. 1+ years' experience in the financial service industry or customer service to include: Required 6+ months years' electronic product support experience. preferred Technical or Specialized Knowledge/Skills: Knowledge relevant to the financial industry. Knowledge of digital channels with the ability to troubleshoot and document issues to sufficiently report defects to the development team for prompt resolution. Strong written and verbal communication skills. Excellent organizational skills to efficiently monitor issues and report resolutions to staff and membership. Excellent conflict management and resolution skills with the ability to de-escalate member concerns professionally. Ability to translate technical concepts into clear instructions for frontline staff, imparting understanding, and confidence to those who are otherwise laymen. Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking. (preferred) Knowledge of Azure. (preferred) Proficiency with Symitar, Bill Pay Administration, Online Banking and Online Banking Administration, CRM, Vertifi. Certifications Required: None Environmental, Physical and Psychological Requirements: Standing - Occasionally Walking - Occasionally Sitting - Frequently Lifting - Rarely (40 Lbs) Carrying - Rarely Pushing - Rarely Pulling - Rarely Balancing - Rarely Stooping - Rarely Kneeling - Rarely Crouching - Rarely Crawling - Rarely Reaching - Occasionally Handling - Occasionally Grasping - Occasionally Feeling - Occasionally Talking - Frequently Hearing - Frequently Repetitive Motions - Frequently Eye/Hand/Foot Coordination - Occasionally Noises louder than normal speaking volume - Occasionally Temperature Changes - Rarely Atmospheric Conditions - Rarely Additional Information
The pay range for this position is: $21 to $23 per Hour (S11) Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity. This position is eligible for our corporate bonus program based on company performance. At Ent Credit Union, we offer a comprehensive benefits package, including: Health Benefits:
Affordable insurance, 24/7 doctor access, and a nationwide provider network. 401(k):
3% automatic contribution after three months, plus up to 6% matching. Paid Time Off:
During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there. Volunteer Time Off:
Paid time off to give back to the community. Education Support:
Up to $10,000 annually for higher education and assistance for certifications. Exclusive Discounts:
Significant savings on home, car, and personal loans. For more information about our outstanding benefits please visit our careers page at www.ent.com/careers. We anticipate this position to close on 09/25/2025. Please submit your application at your earliest convenience to be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset. Job Description
The Digital Support Representative Jr will deliver exceptional service to members and internal staff relative to Ent's digital channels. The Jr representative must provide accurate and timely support for member and staff inquiries. They assist in troubleshooting reported issues, capturing steps to reproduce, providing a quantifiable impact, reporting detailed defects to the development team for prompt resolution, monitoring the status of the request, and keeping staff and membership apprised of the progress. To improve defect escape rates, the Digital Support Representative Jr will participate in ongoing user acceptance testing prior to product releases. They will assist with supporting the initial implementation of new digital features while providing ongoing resource support for staff and membership using existing digital products and services. The Digital Support Representative Jr is committed to increasing the usage of digital products and being the point of resolution for inquires received through their queue. They gather member feedback to make recommendations to improve member experience and efficiencies. Essential Functions Digital Support: Meeting and maintaining service metrics to include: Service Level Agreements (SLA) Call Abandonment Average Wait Time (AWT) Average Handle Time (AHT) Quality Assurance Managing Call Volume Translate technical concepts into clear instructions for staff, imparting understanding, and confidence in digital products. Refer sales and service initiatives through electronic channels to membership and staff. Increase channel usage and credit union sales opportunities. Increase staff knowledge of digital products and services. User Acceptance Testing and Defect Triage/Monitoring: Participate in user acceptance review prior to product launch. Support the implementation of new features, enhancements, and eliminations through direct support of members and employees' escalated service issues. Efficiently report, monitor, and communicate resolutions to staff and membership regarding digital issues. Report defects to development teams in a timely manner to reduce member friction and enhance member experience. Represent voice of the member/staff in real-world application of digital channels: Provide feedback on feature enhancements that will improve staff and member engagement with digital channels. Represent voice of the member/staff in real-world application of digital channels. Product Support: Support projects within Ent's strategic plans as related to digital products and services. Help maintain relevant, efficient product offerings. Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act. Qualifications
Minimum Formal Qualifications for this Position High School Diploma/G.E.D. or equivalent. 1+ years' experience in the financial service industry or customer service to include: Required 6+ months years' electronic product support experience. preferred Technical or Specialized Knowledge/Skills: Knowledge relevant to the financial industry. Knowledge of digital channels with the ability to troubleshoot and document issues to sufficiently report defects to the development team for prompt resolution. Strong written and verbal communication skills. Excellent organizational skills to efficiently monitor issues and report resolutions to staff and membership. Excellent conflict management and resolution skills with the ability to de-escalate member concerns professionally. Ability to translate technical concepts into clear instructions for frontline staff, imparting understanding, and confidence to those who are otherwise laymen. Knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking. (preferred) Knowledge of Azure. (preferred) Proficiency with Symitar, Bill Pay Administration, Online Banking and Online Banking Administration, CRM, Vertifi. Certifications Required: None Environmental, Physical and Psychological Requirements: Standing - Occasionally Walking - Occasionally Sitting - Frequently Lifting - Rarely (40 Lbs) Carrying - Rarely Pushing - Rarely Pulling - Rarely Balancing - Rarely Stooping - Rarely Kneeling - Rarely Crouching - Rarely Crawling - Rarely Reaching - Occasionally Handling - Occasionally Grasping - Occasionally Feeling - Occasionally Talking - Frequently Hearing - Frequently Repetitive Motions - Frequently Eye/Hand/Foot Coordination - Occasionally Noises louder than normal speaking volume - Occasionally Temperature Changes - Rarely Atmospheric Conditions - Rarely Additional Information
The pay range for this position is: $21 to $23 per Hour (S11) Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity. This position is eligible for our corporate bonus program based on company performance. At Ent Credit Union, we offer a comprehensive benefits package, including: Health Benefits:
Affordable insurance, 24/7 doctor access, and a nationwide provider network. 401(k):
3% automatic contribution after three months, plus up to 6% matching. Paid Time Off:
During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there. Volunteer Time Off:
Paid time off to give back to the community. Education Support:
Up to $10,000 annually for higher education and assistance for certifications. Exclusive Discounts:
Significant savings on home, car, and personal loans. For more information about our outstanding benefits please visit our careers page at www.ent.com/careers. We anticipate this position to close on 09/25/2025. Please submit your application at your earliest convenience to be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.