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Ecommerce Support Spec I

3 months ago

Laurel, United States Tower Federal Credit Union Full time

**1000 Signing Bonus effective 1/20/20234**

**_ Note: All full-time positions include the option of $0 out-of-pocket premium cost for Employee Only PPO AND exceptionally low premiums for all other PPO coverage levels._**

**Hours: Monday-Friday 8:00am-4:30pm, Saturday 9:00am-2:00pm**

**SUMMARY OF POSITION**:
The incumbent cross-sells all types of share and loan products and services through the eCommerce channel online, in-person at Select Employee Group site visits, and by phone in compliance with state and federal regulations and Tower policies and procedures. This position requires the incumbent to use good judgment, strong communication and interpersonal skills combined with a broad scope of knowledge about electronic services, products, account services, regulations and the overall functions and procedures of the operational departments within Tower Federal Credit Union.

The eCommerce Support Specialist assists with the research, development, testing, execution and maintenance of electronic products and services.

**Principal Accountabilities AND FUNCTIONS**:to be supplemented by specific Competency Summary for Levels I and II**
- Coordinates and prioritizes, in conjunction with the Manager, eCommerce, the daily workflow of the eCommerce unit, responding to member inquiries through or related to the electronic channel.
- Manages, monitors, updates, tracks and provides documentation of incident tickets to Digital Insight regarding member or branch issues with electronic products and services. Evaluate and summarize critical details regarding member experiences to third party vendor and assist with troubleshooting. Monitor progress of tickets with vendor and use judgment to determine severity of issue as well as broader member impact. Keep Manager, eCommerce abreast of all progress of incident tickets.
- Acts as primary contact for all potential, new and existing members by cross-selling and explaining credit union products and services to effectively meet their needs and the goals of the credit union. Interviews members to assess financial needs and recommends appropriate products and services to effectively meet those needs. Reviews features and benefits for product/service and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO. Cross-sells products and services through effective use of sales skills and extensive product and service knowledge. Initiates telephone contact, as appropriate, to new and existing members to enhance the relationship ensure satisfaction and cross-sell additional products. Provides guidance to members in selection of appropriate savings, IRA and loan products and assists with completion of forms, using this as a tool to identify any additional cross-selling opportunities.
- Analyzes member inquiries and summarize findings to proactively communicate or report any technology issues to eCommerce Manager and third party vendors to help minimize impact to additional members. Prepares statistical summaries, special reports and queries to include the gathering, summarizing, reporting of pertinent information as needed. Proactively communicates with and assists branch staff and Member Service center staff to provide electronic product and service expertise. Assist with demos, capture screenshots, or troubleshoot questions or issues related to online and mobile products and services.
- Conducts and/or participates in ongoing audits and quality assurance tests within assigned job function, and within eCommerce unit, to ensure system compliance and documentation integrity. Ensures proper identification and eligibility requirements in compliance with credit union policy and procedures and follows established security measures to guarantee the confidentiality of our membership.
- Handles intricate questions, reconstructs accounts, researches problems, files claims on behalf of the members and communicates solution to members/employees. Performs file maintenance and responds to member’s account inquiries and requests on all account types to include check orders, account distributions, stop payments, ATM/Debit card requests, club account name changes, address changes and account ownership maintenance or issues. Release debit card holds and resets Tower Talk 24 and/or Home Banking PINs as outlined by the eCommerce procedures. Processes all wire transfer requests initiated online within Home Banking and ensures that expanded identification procedures are followed.
- Completes all required credit union compliance and product knowledge training. Ensures compliance with all Tower policies and procedures and Federal and State regulatory statutes in executing all job duties to include providing appropriate verbal and written disclosure of rates and fees for all account and loan types.
- Provides support to the Business Development Department during site visits at various Select Employee Group (SEG) locations. Uses good judgement combi