EService Specialist I

Job Description

Job Description

We are looking for an E-Service Specialist!

• Does your experienced include helping customers behind the scenes in a digital/electronic format?
• Do you have experience in customer service and finding solutions to client needs?

If so, we invite you to consider a career at American 1 Credit Union. Below are more details before you decide to apply:

• Location: onsite in Jackson, MI in a Call Center Environment
• Position: E-Service Specialist
• Hourly: $21.13/hour (Competitive)
• Benefits start on day one: Health, Dental, Vision, Time Off
• All offers of employment are contingent upon background screens

The E-Services Specialist is responsible for delivering excellent member experience through responding to member needs via electronic delivery channels. The E-Services Specialist must be equipped to respond to general member questions, account inquiries, loan questions, and member concerns. This position requires excellent communication skills to effectively engage and recognize the member’s needs and ensure that they are offered products and services that will assist the member with reaching financial wellness. The E-Services Specialist works collaboratively with their team to assure that the member experience is superior, and goals are achieved.

Essential Job Functions

• Engaged Communication: Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
• GREAT Service Standards: Commitment to offering superior member experience while following all the GREAT service standards.
• Timely Member Response: Service members through digital communication channels including online banking messages, emails, metro fax, mobile messages, etc. Answer detailed questions about credit union products and services including, but not limited to: bill pay, home banking system, mobile deposits, payments for loans/credit cards, and questions about loans and products. Provide assistance with technical support to members with personal computers, browsers and cell phones so that they are able to utilize the technology provided by the credit union.
• Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
• Scorecard Accountability: Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals.
• Attention to Detail and Confidentiality: Ensure that all member activity is done accurately. Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
• Core Process, Policy and Procedure Review and Recommendations: Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements
• Community Advocate: Serves as a representative of the credit union while in the community.
• Department and District Support: Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch. Willingness to mentor and support other team members.

Competencies Required

• People Focused and Strong Communication : Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Committed to executing individual scorecard goals as well as achieving branch goals.
• Focused, Accuracy, Attention to Detail: Thoroughness and accuracy in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Trustworthy, Reliability and Confidentiality : Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Follows all core process, policies, and procedures.
• Engaged and Collaborative : The employee will work with others to achieve common organizational goals in a spirit of honoring diversity and mutual respect. Effectively communicates by actively listening and sharing relevant information with co-workers, supervisor(s), and members so as to anticipate problems and ensure the effectiveness of the institution.
• Humbly Confident and Inquisitive : Committed to asking questions for clarification so that confidence is built in the member relationships. Admit when there is an opportunity for improvement and celebrate with the team when we win together.

Key Accountability Items:

• Support and Collaborate with Department Team
• Accuracy on transactions and completion of account documents
• Uphold GREAT service standards
• Personal Scorecard Results
• High level of knowledge of all products and services

Requirements:

• A minimum education of high school diploma or GED.
• Cash handling or sales experience.
• Prior customer service experience.

The Ideal Candidate:

• Excellent verbal and written communication skills
• Working knowledge of PC applications such as Microsoft Office
• Ability to work independently or as a collaborative member of a team
• Ability to direct other team members and coach others
• Knowledge of credit union products, services, policies, core processes and procedures
• Ability to provide supervisory leadership of professional- and intermediate-level staff
• Demonstrated member-focused strategy skills
• Demonstrated skill in gathering, reporting, and summarizing trends in data
• Ability to express oneself clearly and articulately both orally and in writing
• Ability to make decisions and take initiative in problem resolution
• Ability to exercise tact and responsibility with handling confidential information

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.