Electronic Services Specialist
About The Position
An Electronic Service Specialist (ESS) serves as a product expert providing members and potential members with guidance and support regarding CEFCU’s electronic services; CEFCU On-Line and Mobile Banking, Bill Pay, Online Account Opening, and ancillary services. Advocates and champions for CEFCU’s electronic services, manages member requests and nurtures relationships by actively listening to member’s needs and referring appropriate products and services through multiple support channels such as phones, emails, and online secure messages. Processes various back-office quality assurance and maintenance reports and facilitates cases/tickets with appropriate vendor partners while maintaining positive and professional working relationships. Provides support to other CEFCU representatives with questions concerning electronic service’s products, services, policies and procedures and tracks end-user system issues and assists with troubleshooting to identify errors. Maintains current working knowledge of available resources and job tools, policies, procedures and regulations governing electronic service’s products and services. Provides the highest quality member experience, for both internal and external members.
Requirements
- High school diploma or equivalent.
- 0-2 years of experience with customer service or call center.
- Ability to learn vendor admin systems related to department products and services at a proficient level within training period.
- Ability to multi-task.
- Strong written and verbal communication skills, including typing skills.
- Strong analytical and problem-solving skills.
- Ability to work collaboratively with cross-functional teams.
- Critical thinking and time management skills.
- Ability/willingness to actively participate in helping achieve department and corporate objectives.
- Demonstrated skills to proactively evaluate situations using available resources and make informed decisions in unusual or escalated circumstances.
- Demonstrated strong attention to detail and quality.
- Knowledgeable about current and developing technologies including internet, PC operating systems, browsers, smart and browser-based cell phones and other mobile devices.
- Self-motivation and independent decision-making skills.
Nice To Haves
- 0-2 years of experience in digital banking or knowledge of CEFCU products and services.
- Proficiency in CEFCU mainframe applications including Member Information File (MIF), Member Account File (MAF), CEFCU Tele-Servicing System (CTI), Account Information File (AIF).
- User experience and knowledge of CEFCU’s electronic services.
- Applicable college classes (e.g., Business Math, Business Communications, and Business Law, etc.) and/or commensurate experience.
- Training and/or presentation experience.
- Proficiency in Microsoft Excel, Outlook, PowerPoint and Word.
Responsibilities
- Serve as a product expert providing members and potential members with guidance and support regarding CEFCU’s electronic services; CEFCU On-Line and Mobile Banking, Bill Pay, Online Account Opening, and ancillary services.
- Advocate and champion for CEFCU’s electronic services.
- Manage member requests and nurture relationships by actively listening to member’s needs and referring appropriate products and services through multiple support channels such as phones, emails, and online secure messages.
- Process various back-office quality assurance and maintenance reports.
- Facilitate cases/tickets with appropriate vendor partners while maintaining positive and professional working relationships.
- Provide support to other CEFCU representatives with questions concerning electronic service’s products, services, policies and procedures.
- Track end-user system issues and assist with troubleshooting to identify errors.
- Maintain current working knowledge of available resources and job tools, policies, procedures and regulations governing electronic service’s products and services.
- Provide the highest quality member experience, for both internal and external members.
Benefits
- Merit-based raises
- Generous paid time off (Holiday, Personal or Sick Time, Vacation)
- Comprehensive Medical, Dental, and Vision coverage (PPO, HDHP)
- Flexible Spending Plan (Medical Reimbursement Account and Dependent Care Reimbursement Account)
- Health Savings Account
- Voluntary Benefits (Accident Plan, Critical Illness Plan, Hospital Indemnity Plan, Identity Theft & Fraud Protection Plan, Legal Plan)
- Life Insurance
- Accidental Death & Dismemberment Insurance
- Disability Benefits
- Defined Benefit Plan – Pension
- Defined Contribution Plan – 401K
- Employee Assistance Program
- Tuition reimbursement
- Career growth through internal job postings
- Management Development Program: formal mentoring and training
- Opportunities to help improve and build the CEFCU of tomorrow through process teams
- Opportunities to personally contribute to corporate financial literacy and community initiatives
- Casual days to support local charities
- Employee discounts on entertainment, cell phone plans, theme park tickets, and more
- On-site fitness center, fitness classes, and wellness program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
