eServices Representative

Georgia's Own Credit Union•Remote, GA

12d•Hybrid

About The Position

The eServices Representative is the expert on the functionality of Online Banking, Mobile Banking, Bill Pay, P2P, A2A, and TeleTalk systems. The role supports members and employees by troubleshooting escalated access, navigation, and device-related issues, documenting recurring problems, providing basic training to front-line staff, and coordinating with vendors and IT to resolve system issues. The representative processes member correspondence received through the Online Banking Message Center, Georgia’s Own website Contact Us feature, and Co-Op secure messaging. The position also compiles monthly channel-usage and secure-message-volume reports and may assist the Member Services inbound team with phone calls during periods of exceptionally high call volume. The position offers a flexible hybrid work arrangement, combining in-office collaboration with remote work. Employees must have a reliable home internet connection and be able to work a non-traditional schedule, including rotating weekends and holidays.

Requirements

High school diploma or equivalent.
Two to five years of work experience.
Ability to work a non-traditional schedule, including rotating weekends and holidays.
Reliable home internet connection.
Excellent verbal communication skills for telephone interactions.
Excellent writing skills for email and instant messaging.
Strong technical capabilities with mobile operating systems, computer navigation, browser functionality, and account aggregation tools.
Proficient use of a PC and all technology required for the job.
Ability to take direction and follow through on assigned tasks.
Excellent organizational skills.
Ability to work in a team environment.
Ability to deal with member reactions in adverse situations.

Nice To Haves

Associate or bachelor’s degree.

Responsibilities

Support Online Banking, Mobile Banking, Bill Pay, P2P, A2A, Mobile Pay, account aggregation tools, and TeleTalk.
Troubleshoot and resolve escalated member and employee sign-in and navigation issues.
Troubleshoot and resolve issues involving devices used to access supported services.
Document and report recurring issues to the manager and Online Banking Channel Analyst.
Develop and deliver basic training for front-line staff on functionality, navigation, and troubleshooting.
Communicate with eServices vendors, including Alkami and PSCU, as needed to advocate for members and resolve escalated issues.
Notify IT and appropriate vendors of system issues.
Complete or forward member electronic communications received through the Online Banking Message Center, the website Contact Us feature, and Co-Op Member Center secure messaging.
Compile monthly data and prepare reports on eServices channel usage and Co-Op Member Center secure message volume.
Help the Member Services inbound team answer member phone calls as needed during extremely heavy call volume.