EService Specialist I

American 1 Credit Union•Jackson, MI

4h•Onsite

About The Position

The E-Services Specialist is responsible for delivering excellent member experience by responding to member needs via electronic delivery channels. This role requires the specialist to be equipped to respond to general member questions, account inquiries, loan questions, and member concerns. Excellent communication skills are essential to effectively engage with members, recognize their needs, and offer products and services that promote financial wellness. The E-Services Specialist works collaboratively with their team to ensure a superior member experience and achieve departmental goals. The position is located onsite in Jackson, MI, within a Call Center Environment.

Requirements

A minimum education of high school diploma or GED.
Cash handling or sales experience.
Prior customer service experience.

Nice To Haves

Excellent verbal and written communication skills
Working knowledge of PC applications such as Microsoft Office
Ability to work independently or as a collaborative member of a team
Ability to direct other team members and coach others
Knowledge of credit union products, services, policies, core processes and procedures
Ability to provide supervisory leadership of professional- and intermediate-level staff
Demonstrated member-focused strategy skills
Demonstrated skill in gathering, reporting, and summarizing trends in data
Ability to express oneself clearly and articulately both orally and in writing
Ability to make decisions and take initiative in problem resolution
Ability to exercise tact and responsibility with handling confidential information

Responsibilities

Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
Commitment to offering superior member experience while following all the GREAT service standards.
Service members through digital communication channels including online banking messages, emails, metro fax, mobile messages, etc.
Answer detailed questions about credit union products and services including, but not limited to: bill pay, home banking system, mobile deposits, payments for loans/credit cards, and questions about loans and products.
Provide assistance with technical support to members with personal computers, browsers and cell phones so that they are able to utilize the technology provided by the credit union.
Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals.
Ensure that all member activity is done accurately.
Maintain confidentiality by avoiding unauthorized disclosure of member information.
Committed to building and supporting an engaging and inclusive culture for all.
Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements.
Serves as a representative of the credit union while in the community.
Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch.
Willingness to mentor and support other team members.
Support and Collaborate with Department Team
Accuracy on transactions and completion of account documents
Uphold GREAT service standards
Personal Scorecard Results
High level of knowledge of all products and services