eServices Representative

Job Summary: The eServices Representative provides support to members in a professional and friendly manner, while processing financial requests using a multi-line phone system and the credit unions digital service platforms. 

Job Qualifications: Two or four-year college degree preferred or equivalent member/customer service experience in a related field. 

Essential Functions:

• Utilizes a multi-line phone system to assist members and strives to maintain a single call resolution.
• Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both members and internal teammates.
• Able to navigate through multiple computer applications and screens, while simultaneously engaging with members by phone. Utilizes other channels such as email to communicate with members. 
• Responsible for initial wire requests processing to authenticate members and confirm wire information.
• Performs file maintenance and processes changes on member accounts. Able to solve problems and find solutions.
• Conducts consultative interviews and actively listens in order to assess member’s financial needs. Identifies products and services appropriate to member needs. 
• Provides accurate information while assisting members with general inquiries regarding accounts, products and services. 
• Processes member electronic transaction requests such as share to share, share to loan payment transfers, check orders, etc. Responds to member inquiries regarding account errors, discrepancies or other concerns. Provides solutions for the immediate situation.
• Works with other team members and departments to provide assistance and resolution to member inquiries.
• Assists members with online banking and/or bill pay inquiries and maintenance.
• Supports members with debit and credit card inquiries and maintenance.
• Maintains call escalations from after-hours phone provider and works assigned maintenance reports.
• Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational activities with the organization. Completes assigned training initiatives as required within the prescribed timeframe.
• May be cross trained in other areas of eServices to better support team and members.
• Other duties as assigned by management.

Skills/Abilities/Knowledge:

• Ability to engage members in conversation confidently through strong verbal and written communication.
• Ability to listen, educate and influence members regarding Credit Union products and services.
• Skilled at building relationships.
• Ability to complete work accurately and efficiently, paying close attention to detail.
• Skilled at maintaining a high level of performance with a commitment to excellence.
• Ability to identify potential fraudulent and suspicious activity.
• Skilled in time management, organizing work and focused on meeting deadlines.
• Ability to handle multiple platforms simultaneously.
• Ability to embrace innovation and technology. Knowledge of multiple software programs and digital work.
• Ability to support team goals with a positive attitude. Ability for flexibility to meet deadlines and share responsibilities.
• Knowledge of basic math and counting skills.
• Knowledge of Credit Union department operations to help troubleshoot, problem solve and resolve issues. Ability to offer solutions that best serve the member.
• Ability to work independently or as part of a team.
• Possesses a can-do attitude and works well in a team-based, fast-paced work environment.  
• Excellent judgment and decision-making skills.  
• Works well under pressure and displays a strong commitment to integrity and member confidentiality. 
• Demonstrates working knowledge of all credit union services, policies, and procedures.

Mental & Physical Requirements: Requires sitting 6-8 hours a day; Stress related to important decisions. Must be able to work a flexible schedule to include weekends and occasional after hours as necessary.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. This job description does not constitute a written or implied contract of employment. I acknowledge receipt of this job description.