Description
Position Summary
The eServices Specialist position is responsible for providing a positive member experience, primarily through written communication, that leads to increased product service and utilization. The eServices Specialist position will introduce and recommend new products and services while simultaneously processing member account transactions over Live Chat, Message Center, and phone. This position is responsible for reviewing and elevating the overall financial wellbeing of the membership by optimizing the most appropriate solutions.
This position requires the ability to work varied hours between 7:00 a.m. and 7:15 p.m. Monday-Friday and 8:45 a.m. and 5:00 p.m. on rotating Saturdays and various holidays.
An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.
Work Arrangement:
This position is a hybrid role with a combination of working both onsite at the Headquarters 2 building in East Lansing and remotely. A schedule of expected onsite days (one day per week) and remote workdays will be discussed during the interview process.
Compensation & Benefits:
Starting at $18/hour dependent on experience
100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
401(k) with a company match
Tuition Reimbursement
Up to 12 Weeks of Paid Parental Leave
Learn more about our benefitshere
Essential Duties and Responsibilities
eServices Specialist I:
Assists members in a thorough, friendly and professional manner across the various department communication channels
Answers account questions and processes member financial transactions through Live Chat, Message Center, and phone, completing requests with friendliness, professionalism, accuracy and a sense of urgency
Process new account applications with support from others
Provides financial education to current and prospective members on the features and benefits of Credit Union products, services, and digital platforms
Identifies member needs and cross sells additional products and services to enhance the member experience and financial well-being
Communicates digital product and service updates, changes, and promotions to members through various channels, ensuring clear and concise messaging
Troubleshoots issues with members and guides them through the process of using digital products and services
Participates in Credit Union and department initiatives and promotions and achieves identified productivity, availability and sales goals
Meets or exceeds cross-selling goals by effectively presenting and explaining the benefits of various financial products to members
Follows-up with members to ensure satisfaction, address concerns, and promote additional products and services to meet marketing and sales campaign goals and strengthen relationships
Contacts members by phone when necessary to clarify details or securely verify details of member requests
Handles escalated member interactions by taking the appropriate action to resolve concerns
Demonstrate adaptability and a positivity when faced with complex situations
Analyze, research, and resolve member issues
Manage time efficiently and take initiative within the department; seek opportunities to develop or enhance knowledge
Builds and maintains relationships with members by understanding their financial goals and recommending appropriate products and services to meet those goals
Records detailed notes to document member interactions, complex situations, transactions, and product offerings
Maintains the highest level of account and identity safety to mitigate fraud/risk to the member and the Credit Union
Ensures compliance with Credit Union regulations and security protocols when assisting members with digital transactions
Follows established procedures to properly verify members' identities through all digital channels
Follows established processes and guidelines in all daily work activities, adhering to all applicable laws and regulations
Stays up-to-date with industry regulations and best practices related to digital financial security and member data protection
Stays informed of the Credit Union's products and services and promotions to effectively and accurately cross-sell to members
Continuously updates knowledge about digital platforms and digital financial tools to provide expert assistance to members
Focuses on improving the overall digital member experience, ensuring ease of use, security, and accessibility across various digital services and platforms
Participates in training activities within the department and with the Learning and Talent Development Department to ensure compliance with Credit Union policies and state and federal regulations and laws
Follow safety and security procedures regarding robbery and emergency situations, third party access to secure areas, and communicate suspicious activity to management
Perform other duties and assist others, as assigned
Knowledge, Skills, and Abilities Required:
Completion of high school degree required with the completion or pursuit of bachelor's degree preferred
The ability to work varied hours including some evening, weekends, and holidays
The ability to positively adapt to changing circumstances and learn from new experiences
The ability to communicate openly and honestly, expressing needs, expectations, and concerns clearly in order to build positive relationships, both personally and... For full info follow application link.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
