Tucson Federal Credit Union · 1 day ago
Digital Engagement Specialist I
Tucson, AZ
Full-time
Onsite
Mid, Senior Level
$21/hr - $21/hr
5+ years expTucson Federal Credit Union is seeking a Digital Engagement Specialist I to provide exceptional member experiences through various electronic service delivery channels. The role involves responding to member inquiries, supporting online banking products, and ensuring compliance with banking regulations.
Financial Services
Responsibilities
Ensure exceptional member service through a variety of electronic service delivery channels, such as: inbound and outbound calls, chats, texts and e-mails
Maintain a high level of knowledge to listen, answer questions and proactively inform members of products and services available to meet their needs
Respond to member inquiries regarding credit union products/services/programs, process member transactions, support online banking products, provide loan application status updates and transfer calls to appropriate departments
Provide support to front line during the troubleshooting of digital products and services
Follow credit union Member Privacy Policy and member identification procedures
Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Maintain member and TFCU privacy and confidentiality
Develop and maintain constructive working relationships with other departments to ensure efficient member service is consistently provided
Respond to inquiries in a timely manner to maintain low queue abandon rate and chat/text response times
Gain and retain a high-level knowledge of all TFCU policies and procedures
Adhere to TFCU’s attendance and punctuality policy
Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy
Engage in behavior that aligns with the credit union’s cultural beliefs
Qualification
Required
High school diploma or its equivalent required
Five (5) years' work experience required, preferably in customer service and/or call center capacity
Minimum Years of Customer Service-related Experience: 5
Beginning level of training with MS Office
Basic general computer skills (e.g., using email, navigating the internet, search functions)
Assists members using Chat/Text/Email channels
Completes department administrative tasks
Completes BVS courses (number and scope TBD by Member Experience Senior Leadership)
Completion timeline: Within 180 days of employment for external hires; prior to achieving Level 2 for internal employees
A working knowledge of credit union operations, policies and procedures
A familiarity with credit union products and services
Ability to operate computer keyboard to input data at an advanced level
Ability to use Microsoft Office Suite and Internet browsing proficiently
Ability to read and interpret computer screen and printout
Ability to perform intermediate mathematical calculations
Preferred
At least 1 year of experience in a leadership capacity or identified as a candidate for the Prospective Leader Program
At least 2 years of experience in a Digital Engagement Specialist position preferred
Company
Tucson Federal Credit Union
Tucson Federal Credit Union is a group of teachers with a vision that came together to form a financial cooperative.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Matthew Gaspari, MBA
President/CEO
Krystal Adams
Chief Operating Officer
Recent News
2025-09-23
Company data provided by crunchbase