eServices Rep I

eService Representative I

Reports to: Director of Digital Services, VP of Operations

Classification: Non-Exempt

Purpose:

Serve as a liaison between the member and the credit union through available eService channels, such as online banking, mobility, chat, phone, etc. Responsible for providing account information, opening accounts, processing and funding loan requests, and cross-sell opportunities all via an online portal and professionally handling the member’s daily needs. Provide a variety of traditional in-branch transactions/services to members via electronic means, including but not limited to wires, transfers, stop payments, etc.

Requirements:

• Work requires knowledge of consumer loan policy, credit granting criteria, interest rates and how they are computed. Consumer lending and account opening experience strongly preferred.
• Professional, well-developed interpersonal skills essential for interviewing loan applicants and projecting a positive image as a representative of the credit union.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Work requires sitting for the majority of the day. Work also requires occasional lifting of up to 35 pound and occasional bending, squatting, reaching and kneeling in order to access credit union records.

Duties and Responsibilities:

• Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions/applications.
• Communicate with members via eservice delivery options such as telephone, email, chat, text, etc. general and specific service-related information concerning credit union services or policies.
• Promote credit union products and services based on member needs that are obtained from member interviews and electronic communication/platforms. Actively cross sell products/services to members which are in their best interest. Periodically contact members about credit union promotions on products and services.
• Respond to members’ requests and complaints and /or direct them to the proper person for specific information and assistance.
• Receive, process, and close loan applications. Follow up with referrals, obtain and provide status updates with members, collect all proper documentation and fix errors timely.
• Open new accounts (all types) and complete follow up through onboarding procedures.
• Service existing accounts and loan files as requested with accuracy and efficiency.
• Provide assistance to members with self-service options such as set ups, password reset needs or questions about debit cards, online and mobile banking, etc.
• Remain up to date and maintain comprehensive knowledge on all credit union products and services, all related policies and procedures, all systems and software relevant to job and any rules and regulations.
• Handle requests from members for transfers of shares to loan payments, check requests, fraud disputes, and any other request received from members.
• Research accounts for any discrepancies or errors regarding transactions, documentation, or proper process.
• Have strong professional communication skills both oral/written, with the use of proper diction, grammar, punctuation and spelling.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.