e-Services Specialist 3

2 weeks ago

Oak Ridge, United States Enrichment Federal Credit Union Full time
Job DescriptionJob DescriptionDescription:

Job Summary: The eService's Specialist III provides support to members through comprehensive knowledge of the credit unions virtual communication methods and interactive teller machines.

Essential Functions:

  • Manages incoming chat requests, video meetings, texts, and emails and is an omni-channel communication expert. Excels in written communication, professional video-based meetings, and phone communications. Has above average skills in typing speed and accuracy.
  • Responsible for handling member transactions initiated from the Interactive Teller Machines.
  • Utilizes a multi-line phone system and digital suite to assist members across various modes of communication.
  • Maintains excellent member service while addressing member inquiries.
  • Maintains in-depth knowledge of credit union products and services to assist and educate members.
  • Strives to maintain single call resolution or single engagement resolution via our digital platforms.
  • Performs member transactions, file maintenance and account change request while following company policy and procedures.
  • Assists members with online banking and/or bill pay inquiries and maintenance.
  • Supports members with debit and credit card inquires and maintenance.
  • Considered a digital platform expert, offers knowledge and support to members and co-workers with inquiries and troubleshooting.
  • Considered a card expert, offers knowledge and support to members and co-workers with inquiries and troubleshooting.
  • Considered an expert in digital communication where phone, email, message center, text, audio, chat, and video engagements are maintained with members.
  • May be cross trained in other areas of eService's to better support team and members.
  • Communicates with management and team members for support.
  • Other duties as assigned by management.




Requirements:

Job Qualifications: High School graduate or equivalent. Associates or bachelor’s degree in Business, Accounting or Finance or equivalent experience preferred. Minimum of four years’ experience in a financial services organization.


Skills/Abilities/Knowledge:

  • A strong knowledge of EFCU’s digital service offerings.
  • Strong verbal and written communications skills.
  • Organizational skills.
  • Problem-solving skills.
  • Possesses a can-do attitude and works well in a team-based, fast-paced work environment.
  • Excellent judgment and decision-making skills.
  • Works well under pressure and displays a strong commitment to integrity and member confidentiality.
  • Demonstrates working knowledge of all credit union services, policies, and procedures.

Mental & Physical Requirements: Requires sitting 6-8 hours a day; Stress related to important decisions. Must be able to work a flexible schedule to include weekends and occasional after hours as necessary.


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