Local Government Federal Credit Union
Senior Conversation (ChatBot) Designer
Local Government Federal Credit Union, Raleigh, North Carolina, United States, 27601
Description:
The individual in this position will define the purpose of chatbot interfaces, design the user experience and content strategy, create workflows for chatbot conversations, and ensure the development and deployment of chatbot workflows are adequately supporting member inquiries. This role will frequently collaborate with cross-functional teams and engineers to ensure the chatbot user experience is continually improving as well as appropriately integrated with all the necessary back-end platforms and systems.
NORMAL DAY-TO-DAY WORKConceptualize and iterate on high-quality end-to-end designs for conversational user interfaces and content, including reactive and proactive outreach.Establish standards and monitor quantitative and qualitative metrics to help achieve excellent service for internal and external members.Collaborate with other departments to accomplish initiatives set forth by Senior Management, implements and documents changes to existing policies and procedures to enhance the member experience and streamline current process for staff.Ensure chatbot workflow compliance with accordance to audit and security standards, policies, and procedures.Leverage artificial intelligence to proactively eliminate issues that lead to member dissatisfaction and unnecessary inbound calls.Oversee all daily member interactions on Glia and Amelia platforms.Envision, design, illustrate, specify, test and validate chatbot conversational behaviors.Use data-driven approaches to recognize conversational patterns and proactively optimize and tune workflows to drive up efficiency and member satisfaction.Partner closely with the Member Experience and Digital Branch teams to continually survey evolving member needs and actively integrate into chatbot workflow.Collaborate with Project Management and Enterprise Application teams to ensure system updates are executed timely and patch schedules are pre-determined to limit member impacts.Stay abreast of the latest developments in artificial intelligence, machine learning and related technologies to extend Civic's competitive edge in digital customer service.JOB QUALIFICATIONSHere are a few skills you MUST have to be qualified for this position.Minimum 4 - 6 years of member/customer service experience in a banking environment, including 1 - 3 years of experience designing customer interaction workflows.Proven knowledge of the design and tuning of automated conversational workflows.Demonstrated experience with technical requirements gathering and end-to-end process development.PC proficient including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and the Internet.Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.Ability to lift a minimum of 25 lbs. (file boxes, computer printer).Travel required sometimes.Here are a few qualities we'd LIKE for you to have to make you more suited for this position.Chatbot design and deployment experience in a financial services environment.Proven record of effectively interpreting data to enhance business processesLGFCU & CIVIC CULTURE
Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.
If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:LGFCU Human Resources3600 Wake Forest Road, Raleigh, NC 27609
Requirements:
PIa29758a5-
The individual in this position will define the purpose of chatbot interfaces, design the user experience and content strategy, create workflows for chatbot conversations, and ensure the development and deployment of chatbot workflows are adequately supporting member inquiries. This role will frequently collaborate with cross-functional teams and engineers to ensure the chatbot user experience is continually improving as well as appropriately integrated with all the necessary back-end platforms and systems.
NORMAL DAY-TO-DAY WORKConceptualize and iterate on high-quality end-to-end designs for conversational user interfaces and content, including reactive and proactive outreach.Establish standards and monitor quantitative and qualitative metrics to help achieve excellent service for internal and external members.Collaborate with other departments to accomplish initiatives set forth by Senior Management, implements and documents changes to existing policies and procedures to enhance the member experience and streamline current process for staff.Ensure chatbot workflow compliance with accordance to audit and security standards, policies, and procedures.Leverage artificial intelligence to proactively eliminate issues that lead to member dissatisfaction and unnecessary inbound calls.Oversee all daily member interactions on Glia and Amelia platforms.Envision, design, illustrate, specify, test and validate chatbot conversational behaviors.Use data-driven approaches to recognize conversational patterns and proactively optimize and tune workflows to drive up efficiency and member satisfaction.Partner closely with the Member Experience and Digital Branch teams to continually survey evolving member needs and actively integrate into chatbot workflow.Collaborate with Project Management and Enterprise Application teams to ensure system updates are executed timely and patch schedules are pre-determined to limit member impacts.Stay abreast of the latest developments in artificial intelligence, machine learning and related technologies to extend Civic's competitive edge in digital customer service.JOB QUALIFICATIONSHere are a few skills you MUST have to be qualified for this position.Minimum 4 - 6 years of member/customer service experience in a banking environment, including 1 - 3 years of experience designing customer interaction workflows.Proven knowledge of the design and tuning of automated conversational workflows.Demonstrated experience with technical requirements gathering and end-to-end process development.PC proficient including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and the Internet.Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.Ability to lift a minimum of 25 lbs. (file boxes, computer printer).Travel required sometimes.Here are a few qualities we'd LIKE for you to have to make you more suited for this position.Chatbot design and deployment experience in a financial services environment.Proven record of effectively interpreting data to enhance business processesLGFCU & CIVIC CULTURE
Our organizations believe we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.
If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:LGFCU Human Resources3600 Wake Forest Road, Raleigh, NC 27609
Requirements:
PIa29758a5-