eServices Specialist

About the role

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.

Responsibilities

• 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
• Processes 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
• 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
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and promotions to effectively and accurately cross-sell to members
• 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
• Stays informed of the Credit Union’s products and services and