eServices Representative

Georgia's Own Credit Union

10d•Hybrid

About The Position

An eServices Representative serves as the expert in all aspects of the Online Banking, Mobile Banking, Bill Pay, P2P, A2A and TeleTalk systems functionality. The representative is responsible for processing all member correspondence via Online Banking Message Center, Georgia’s Own web site Contact Us functionality and secure Co-Op messaging. This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office.

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 skills for communication via telephone.
Excellent writing skills for communication via email and IM.
Strong technical capabilities with mobile operating systems, computer navigation, browser functionality and account aggregation tools.
Proficient use of PC and all technology required for job function.
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 reaction in adverse situations.
Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs.
Clerical office duties on various forms of technology are required.

Nice To Haves

Associate or Bachelor’s Degree preferred.

Responsibilities

Provides support for Online Banking, Mobile Banking, Bill Pay, P2P, A2A, Mobile Pay (Apple Pay, Android Pay, Samsung Pay), Account Aggregation tools (Quicken, Mint, etc.) and Teletalk by: Troubleshooting and resolving escalated sign in and navigation issues presented by members and employees.
Having a strong understanding of the devices used to connect to the above services and having the capability to troubleshoot and resolve device-related issues.
Documenting and reporting recurring issues and problems to manager and Online Banking Channel Analyst.
Developing and delivering basic training to ensure front-line staffing understands basic functionality, navigation and troubleshooting.
Communicating with eServices vendors (Alkami, PSCU), as warranted, to advocate for the member and resolve escalated issues.
Notifying IT and/or appropriate vendors of system issues.
Works and completes requests, or forwards to appropriate employee, for all electronic communications from the members through: Online Banking Message Center, Georgia’s Own Contact Us through website, Secured messages from Co-Op Member Center.
Compiles monthly data and prepares reporting for: eServices channel usage, Co-Op Member Center secure message volume.
Helps Member Services inbound team answer member phone calls, as needed, during extremely heavy call volume.