E-Branch Agent - Carbondale IL

SIU Credit Union•Carbondale, IL

4d•Onsite

About The Position

The Digital Face of Member Service Are you a tech-savvy communicator who loves solving problems and helping others navigate the digital world? As our E-Branch Agent 1, you are the vital first point of contact for our members across all electronic channels. Whether it's helping a member set up mobile payments or providing expert guidance on our latest products, you make banking accessible from anywhere. If you're ready to blend technical skill with a "people-first" attitude to provide seamless service in our virtual branch, we want you on the front lines of our digital mission. About SIU Credit Union We are built on a simple idea: "People Helping People." We're working for you, our members, and our neighbors to keep our community's finances strong. We believe in building a supportive environment where we all work together to help Southern Illinois grow. How You'll Make a Difference The E-Branch Agent 1 is essential to our modern service strategy. By providing first-contact resolution via electronic channels, you ensure our members receive fast, accurate, and professional assistance without ever needing to step into a physical branch. Your ability to troubleshoot technology, process complex digital transactions, and identify the right financial products helps our members achieve their goals in the most convenient way possible.

Requirements

A helpful, patient spirit and a passion for making digital banking a positive experience for every member.
Minimum of two years of related experience.
High school diploma or equivalent.
High proficiency in PC software and standard office equipment; comfortable navigating multiple digital platforms simultaneously.
Excellent written and verbal communication skills, strong decision-making abilities, and the judgment to escalate complex issues when necessary.
Must be bondable and detail oriented.

Responsibilities

Digital Communication: Manage and respond to member inquiries across various electronic channels, ensuring a professional and helpful experience every time.
Problem Resolution: Execute first-contact resolution for member requests and perform seamless "warm handoffs" to other departments when specialized help is needed.
Account Servicing: Process transactions using electronic signature methods and assist members with advanced card services and mobile payment setup.
Member Education: Provide clear information on policies and procedures while helping members adopt and master our latest banking technology.
Proactive Solutions: Identify opportunities to cross-sell products and services that align with member needs, contributing to our overall growth goals.
Compliance: Maintain strict adherence to security procedures and federal/state regulations to protect our members' digital identities and assets.