Digital Operations Representative

Job Summary:

Serves as the primary resource for Digital Operations. Serves as a first-line resource for digital products and services. Provides support and guidance for employees and members. Monitors and completes service cases and requests within identified service level agreement (SLA) times. Assists in the scheduling and coordination of product testing.

Essential Functions, Duties, and Responsibilities:

• Provides technical and general support to internal/external members related to digital channel solutions.
• Researches and completes service cases related to these functional areas:
  
  
  
  • Digital Banking
  • Bill Payment
  • Online Account Opening
  • Other related areas as features are added to the digital channel.
  
  
  
  
• Reviews and completes balance settlement and general ledger accounts activity.
• Researches fund transfers, loan payments, bill payments, e-bills, payment reversals, user profiles, e-statements, e-documents, alerts, and card controls.
• Identifies process and product improvements related to digital channel solutions.
• Assists the Digital Channels Team in tracking and managing vendor tickets relating to service issues.
• Assists the Digital Channels Team in coordinating and scheduling User Acceptance Testing (UAT) for new functionality, enhancements, and bug fixes.
• Provides internal and external members impeccable service by phone, Customer Relationship Management cases, Online Banking messaging, and email.

Qualifications:

• One year or more of a financial institution or related experience is required.
• One year or more of customer service experience is required.
• Knowledge of current digital banking platforms, bill payment platforms, online account opening platforms, and associated admin centers.
• Knowledge of current CRM system for service case management.
• Knowledge of MS Office Suite (Word, Excel, PowerPoint), Outlook, and Internet applications.

Our Keys to Success:

• Service Champion - Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors - Demonstrates a passion for Langley's vision, encouraging diversity, equity, and inclusion while considering Langley's values when making decisions and taking accountability for delivering results.
• Agile in Action - Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven - Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners - Maintains an understanding of Langley's business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements:

The physical demands described here must be met by an employee to successfully perform this position's essential functions, duties, and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is frequently required to sit and talk or hear and often required to use hands and fingers to operate standard office equipment such as a computer, mouse, keyboard, phone, etc. The employee is occasionally required to stand and walk. Specific vision requirements for the job include close vision (at 20 inches or less).

Working Conditions:

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Work will be performed in a climate-controlled office environment where the noise level is typically quiet.

This job description is not designed to cover or contain a comprehensive listing of functions, duties, or responsibilities required by the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time, with or without notice.