eServices Representative I (Call Center) (Onsite) - Universal 1 Credit Union

POSITION PURPOSE

Provides technical support to members, answers incoming calls, answers chats, troubleshoots problems, provides information, and answers questions. Ensures that members are promptly and professionally served. Provides support in the expansion of on-line products and promotes increased use of computer services among Credit Union members. May assist in the development and implementation of Credit Union on-line services including home banking and on-line bill payment functions. Provides assistance to area personnel and notifies management of significant problems.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assumes responsibility for the effective and professional performance of member service functions.
• Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for members' accounts. Completes payroll deduction and authorization forms. Open certificates of deposit and IRAs.
• Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Takes stop payment orders.
• Directs members and telephone calls, answers chats, and responds to member inquiries and questions if possible, or directs them as necessary. Records and relays messages as needed.
• Performs file maintenance and account changes as needed.
• Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
• Maintains and projects the Credit Union's professional reputation and privacy of member account information. Actively cross-sells Credit Union products and services.
• Assumes responsibility for establishing and maintaining effective professional business relations with members, and ensuring the Credit Union's quality reputation is matintained and projected. To include; answering member questions and responding to complaints promptly, keeping the member informed, counseling the member regarding their financial needs and services.
• Assumes responsibility for creating a positive and professional Internet image. To include staying current on latest trends, communicate suggestions, securing information, and providing same day quality service for the member.
• Assumes responsibility for maintaining proper balancing and handling of transactions according to established policies and procedures.
• Assumes responsibility for establishing and maintaining effective communication and coordination with management. To include maintaining contact with all departments to correct errors, distributes materials on updated processes, assist in training for Internet and on-line services, attends meetings, and completes accurate reports as necessary.
• Provides support to the division offices as needed.
• Attends training sessions and stays current on operational procedures.
• Completes special projects as assigned. Performs related duties supporting eServices as needed. Ensures that work area is clean, secure, and well maintained.

QUALIFICATIONS

Education/Certification: High school diploma or equivalent. College coursework in related field preferred.

Experience Required:

Two years of Customer Service experience required.
Phone customer service preferred.
Financial experience preferred.
Knowledge of Credit Union services, products, and regulations preferred.
Knowledge of word processing and spreadsheet applications, preferably Microsoft office software.
Knowledge of Internet functions.
Knowledge of HTML preferred.

Knowledge/Skills/Abilities: Excellent public relations and interpersonal skills. Time management, planning, and organizational skills. Attention to detail and the ability to communicate complex information clearly. Ability to interact with other departments and personnel. Maintain an effective and efficient work flow.