Online Services Specialist I

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Job description

USE Credit Union

Job ID 2
Job Locations US-CA-San Diego
Category Call Center
Type Regular Full-Time

More information about this job
Overview
Are you Service-Driven and Relationship-Focused? USE's Call Center is the perfect place for you! As an Online Services Specialist I, you'll have the chance to empower members to gain better control of their finances. Become part of a team that is key in delivering extraordinary experiences. Do you have what it takes?

Responsibilities
•High level of accuracy w/strong analytical skills
•Ability to build and maintain relationship with internal and external employees
•Able to work in fast pace evolving environment
•Able to adapt to changing work environment based on schedule and or resource constraints
•Be receptive to new and changes in policy, procedures, lending systems, etc.
•Exhaust all avenues when handling calls before having to seek assistance
•Good organizational, follow up skills and ability to prioritize.
•Position may require a varying work schedule to meet demands.
•Maintain and reconcile resource information staying abreast of changing policies/procedures
•Maintains department security and confidentiality by ensuring all sensitive information is kept secure including all personal passwords, dual control keys, and anything pertaining to member confidentiality.
•Providing prompt, accurate, concise and courteous responses to member inquiries relating to consumer loans and other financial transactions.
•Identify member's needs/sales opportunities.
•Provide quality service at every encounter (Shopper Reports/Call Observations)
•Meet Call Availability Standards
•Provide department/team support: Coverage of MSC queues.
•Participate in team building activities.
•Takes initiative to identify problems and deliver recommendations and solutions.
•Make outbound calls to complete PSCU Escalations.
•Provide prompt, accurate and concise responses to member inquiries related to credit union online banking and bill pay services.
•Provide technical support to members and branches regarding Metevante service requests, synchronization issues, system upgrades and browser compatibility functions.
•Routinely strive to provide excellent member service but consistently base decisions on building broad and deep member relations while remaining cognizant of USE's strategic goals.
•Provide information to new/existing members on USE products/services.
•Provides members with information regarding current credit union and branch promotions.
•Process member transactions accurately providing a high attention to detail.
•Respond to member inquiries regarding establishing membership and XP2 related transactions.
•Able to address member requests and offer member solutions working within authority limits and assist with employee transactions/inquiries.
•Communicate suspected member account abuse including potential red flags, elder abuse, or regulatory issues.
•Process wire initiations accurately.
•Troubleshoot Debit and Credit card related issues including activations, fraud claims, ATM or debit card processing errors and replacement orders.
•Identifies and assists in finding resolution to account/loan related inquiries. Researches and rectifies account problems including but not limited to fee reversals, posting errors, payroll deduction allotments/changes, and minimum payment requirements on open and closed ended loans.
•Act as liaison to member and branch/support departments.
•Directs calls to appropriate staff members/departments, as required.
•Acts as subject matter expert for peers.
•Processes online banking and bill payment registrations.
•Trouble shoot member's PC issues i.e. browser compatibilities, cookie settings, etc.
•Provide technical support to member facing teams and member originated secure platform requests through WebMaster.
•Process daily bank wires and maintain daily/ monthly reports.
•Process Andera new account requests. (Approved, Decline, Pending)
•Maintain weekly/monthly reporting of new memberships and accounts opened via Andera.
•Reply to secured and unsecured email request and inquiries.

Qualifications
•High school diploma or general education degree (GED) and two or more years of related banking positions required. One year of customer service experience to include support of online users required. One year experience in a call center required.
•Ability to read and interpret documents such as letters from members, training material, informational material, account documents, procedure manuals and computer screens.
•Ability to write simple correspondence, including email, using correct spelling and grammar.
•Must be able to remain calm in stressful situations, think critically and come up with solutions to any related issues that arise on a daily basis.
•The employee must be able to move in and out of up to 15 systems quickly and efficiently.
•Ability to use Word for Windows, Excel, and other Microsoft Office applications, as well as the ability to learn new applications quickly; requires general knowledge of network and database use.

University and State Employees Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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