E-Branch Agent - Carbondale IL

SIU Credit Union•Carbondale, IL

1d•Onsite

About The Position

The E-Branch Agent 1 is the first point of contact for members using electronic service channels. The role provides fast, accurate, and professional assistance, resolves member requests at first contact when possible, and connects members with other departments when specialized support is needed. The agent helps members use digital banking tools, completes electronic transactions, supports card services and mobile payments, explains products and procedures, and identifies relevant products and services that may meet member needs. The position requires careful adherence to security procedures and applicable federal and state regulations.

Requirements

At least two years of related experience.
High school diploma or equivalent.
High proficiency with PC software and standard office equipment.
Ability to navigate multiple digital platforms simultaneously.
Excellent written and verbal communication skills.
Strong decision-making skills and judgment to escalate complex issues when necessary.
Must be bondable and detail oriented.
A helpful, patient attitude and a commitment to providing a positive digital banking experience.

Responsibilities

Manage and respond to member inquiries across electronic channels.
Resolve member requests at first contact when possible and make warm handoffs to other departments when specialized assistance is needed.
Process transactions using electronic signature methods.
Assist members with advanced card services and mobile payment setup.
Explain policies and procedures and help members use banking technology.
Identify opportunities to cross-sell products and services aligned with member needs.
Follow security procedures and federal and state regulations to protect members’ digital identities and assets.