Senior Digital Experience Specialist

Description

Core Details

Job Type: This is designated as a full-time, non-exempt role

Physical Location: Main Branch – 6312 19th St W, Tacoma, WA 98466

Work Style Designation: Onsite – This role operates on a full-time basis at the location(s) listed above.

About Us

Since 1934, TAPCO Credit Union has been guided by a simple belief: people first, always.

Our roots in the community run deep, and we show up with intention to drive our mission of making financial wellness accessible for all.

For our teammates and members alike, we're about belonging, not transacting. We believe meaningful connection, respect, and valuing one another are at the heart of our relationships and workplace culture. We strive to create an environment where people feel seen, supported, and empowered to grow and thrive together. Every story matters, every interaction is an opportunity to build trust.

Your journey starts here. We believe growth is a shared responsibility, and we’re committed to investing in you every step of the way with opportunities that generate momentum. Whether you’re building confidence, developing new skills, or growing into what’s next, you’ll be supported by teammates who want to see you thrive.

This is more than a job; it is a place to belong. Come plant your roots at TAPCO: grow with us and rise with purpose!

Core Competencies 

Member Focus: Prioritizes the needs, preferences, and experiences of members (stakeholders) by delivering exceptional service, building trust, and creating value. This competency ensures alignment with the organization's mission to serve and support its members (stakeholders) effectively.

Instills Trust: Builds and maintains confidence and credibility with others through consistent, honest, and ethical behavior. This competency is fundamental to fostering strong relationships, collaboration, and a positive organizational culture.

Drives Results: Consistently delivers high-quality outcomes by setting clear goals, maintaining focus, and ensuring accountability. It involves a results-oriented mindset that prioritizes efficiency, performance, and the achievement of objectives.

Cultivates Innovation: Inspires, generates, and implements creative ideas that improve processes, products, services, or organizational outcomes. It reflects a mindset focused on curiosity, experimentation, and the encouragement of fresh perspectives.

Position Summary

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.

Significant 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

Requirements

Key Qualifications

• High School diploma, or equivalent
• 1-3 years of experience at a financial institution
• Proven experience in digital systems support, data analysis, or a related technical or operational role
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs required. Expert knowledge of current technology, browsers, and devices
• Must be eligible for and able to maintain bondability as a condition of employment

What Will Make You Stand Out

• 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
• 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
• Previous lending experience

Position Working Conditions

• The work environment for this role is located in an office setting
• Movements frequently and regularly require using the wrists, hands, and/or fingers
• Frequently required to sit and stand for longer periods of time
• May work under tight time constraints

Compensation

In addition to a robust and generous total compensation package, the salary range for this position is:

• $23.22 - $27.99 per hour (depending on experience)

Benefits

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time teammates
• 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
• Community impact, on us (Up to 40 paid volunteer hours)
• Shared Bonus Plan (when company goals are achieved)

90-day Introductory Period

All newly hired teammates 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 teammates learn their role and the organization. Completion of the introductory period does not guarantee continued employment or change the at-will employment relationship.

Equal Opportunity Employer Statement 

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.