Online Services Advisor

Are you looking for a career that is exciting, challenging, rewarding and allows you to make a difference in your community?

At St. Mary's, we are more than just a financial institution: we are also a trustworthy member of the community we serve. As a not-for-profit organization, our purpose is not to take money from our members - but to actually provide a safe and secure place for them to keep and invest their assets. After all, our members are also the owners of the credit union

Looking for development opportunity and career progression? Our growing Member Solutions Center is the place to be We are looking for motivated, problem solvers to join our contact center team. As an Online Services Advisor at St. Mary's Credit Union, you will use your critical thinking and problem-solving skills to their fullest to help our neighbors meet their financial goals.

Why you'll love St. Mary's.

• Great Benefits - medical, dental, vision and more
• Weekly Pay
• Employee Discounts
• Active in our communities through multiple volunteer opportunities.
• Opportunity to work from home 1 - 2 days per week

Why you'll love the Member Solutions Center

• Team atmosphere - Everyone's working towards the same goal.
• New learning opportunities every day.
• Leadership that cares about you, not just the job you do.
• Feel good about the work you do.
• Fast paced environment - Your days will fly by.

Summary

Under the direction of the Online Services Supervisor, the Online Services Advisor is responsible for completing various activities such as enrollments, troubleshooting, research, and day-to-day support of all Digital Banking products including, but not limited to consumer or business online banking, mobile banking, online account opening, mobile deposit, online bill pay, Zelle, and ATM/Debit cards. Provides a full range of professional, technical, and general support to customers and SMCU personnel via phone, email, and chat in conformance with established Credit Union policies and procedures.

Essential Job Functions

Be a Digital Banking expert at SMCU, including knowledge of processes, systems, policy, and procedures.

• Supports consumer and business online and mobile banking, bill pay, person- to-person payments, business ACH and wires, and eStatements, as well as participates in the implementation of emerging technologies.
• Maintains ownership of delivering a consistent and exceptional member service experience to visitors and members via live chat, SMS's, email, and other digital applications. Resolve customer complaints and issues promptly and communicate all customer service-related issues/problems to management.
• Processes Digital Banking reports and performs manual clean-up of data (inactive profiles, eStatement changes, removing closed accounts from Bill Pay, Zelle, etc.)
• Support pipeline of new deposit account applications submitted via online/mobile account opening system adhering to member identification processes. Adopts responsibility for establishing new accounts and product/service fulfillment.
• Responsible for working with the Security & Fraud staff to identify, investigate, perform member outreach or suspend any electronic payment transactions identified.
• Processes sales and service calls transferred by other Member Solutions Center representatives.
• Maintains effective knowledge of all SMCU products and services in order to grasp opportunities to upsell products/services when they arise to meet member needs and expand their overall relationship with SMCU.
• Meet or exceed individual and team qualitative and quantitative goals.
• Attend/complete ongoing training to improve knowledge and performance level.
• Understand and adhere to SMCUs risk and regulatory standards, policies and controls and keeps current of regulatory, compliance and industry developments. Identify risk-related issues needing escalation to management.
• Ensure the security and confidentiality of all account and related information and for ensuring that completed work complies with all applicable laws and regulations.

Other Duties

• Attend staff, departmental, and other required meetings and trainings.
• Travel to client or prospect locations, conferences, or other professional development and networking events.
• Provides service to our membership communities by actively volunteering time to local civic and charitable organizations.
• Other duties as assigned.

Qualifications, Experience, and Education

• High School diploma or GED plus specialized coursework in retail services.Minimum of two years' previous loan, banking, or financial services experience in a customer support role is required.
• Ability to utilize various types of office equipment, including computer terminals, and navigate multiple computer applications
• Strong written and verbal communication skills in a fast-paced environment, impeccable attention to detail, strong organizational skills, and the ability to handle confidential and sensitive information are required
• Must show ability to perform detailed functions quickly and accurately with customer focus and adaptability to different personality types with high energy; proven ability to effectively multitask in a fast-paced environment.
• Bilingual and fluent in English and Spanish or Portuguese is preferred (written and verbal).

Computer and Equipment Skills

• Foundational skills in various desktop and mobile application platforms and operating systems, including Microsoft Windows, Apple Safari, Android, iOS, and Chrome.
• Use of Outlook email and calendaring.
• Strong skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint, Access and/or other web-based applications. May produce complex documents, perform analysis, and maintain databases.
• Proficient in collaboration platforms such as Microsoft Teams, Cisco Webex, and ZoomAbility to navigate at an advanced level within web-based applications.

Competencies

The competencies of adaptability, accountability, improvement and innovation, collaboration, communication, job knowledge, customer (internal and external) service, organizational awareness, and self-development are the knowledge, skills and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Usual office working conditions with absence of most disagreeable conditions and with occasional exposure to noise.

Physical Demands
While performing the duties of this position, the individual is required to use hands, handle and feel objects, tools or controls; reach with hands and arms; talk and hear. The individual frequently is required to stand, walk and sit. The individual is occasionally required to stoop, kneel, crouch or lift up to fifteen pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

We are proud to be an EEO/AA employer M/F/D/V

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