Electronic Services Rep II

Financial Partners Credit Union • Downey, CA

9d

About The Position

The Electronic Services Representative II plays a critical role in delivering exceptional customer service and technical support for electronic service platforms. This position is responsible for assisting customers with inquiries, troubleshooting issues, and providing guidance on the use of electronic systems to ensure seamless user experiences. The role requires a deep understanding of electronic service/digital banking processes and the ability to communicate complex information clearly and effectively. The Electronic Services Rep II collaborates with internal teams to escalate and resolve technical problems promptly, contributing to continuous service improvement.

Requirements

• High school diploma or equivalent required
• Minimum of 3 years experience in customer service or technical support roles, preferably involving electronic or digital banking services.
• Proficient computer skills, including familiarity with common office software and electronic service platforms.
• Strong verbal and written communication skills with the ability to explain technical information clearly.
• Ability to manage multiple tasks efficiently and maintain attention to detail in a fast-paced environment.

Nice To Haves

• Associate degree or higher preferred.
• Experience working with financial service platforms.
• Minimum of 5 years of experience involving electronic or digital banking service within financial services.
• Familiarity with customer relationship management (CRM) systems and ticketing software.
• Certification in customer service or technical support (e.g., HDI, ITIL) is a plus.
• Bilingual abilities to support a diverse customer base.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or chat regarding electronic services and digital banking platforms.
• Assist customers in navigating electronic systems, including account setup, access issues, and transaction processing.
• Diagnose and troubleshoot technical problems related to electronic services, escalating complex issues to specialized teams as needed.
• Document customer interactions and technical issues accurately in the service management system to maintain detailed records.
• Collaborate with IT and service development teams to provide feedback and suggest improvements based on customer experiences.
• Stay current with updates and changes to electronic service platforms to provide accurate and up-to-date information to customers.
• Maintain compliance with organizational policies and data security standards while handling sensitive customer information.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED