Role:
By emphasizing ONE Park, ONE Mission, One Team, the eTeam Service Specialist I supports members through multiple communication channels, including phone, online chat, and message boards. This role involves assisting members with their service requests, troubleshooting issues, and processing transactions related to accounts, loans, and ATM/Debit Card programs. The eTeam Service Specialist I also provides mentorship and support to eTeam Service Representatives, handles escalated calls, and recommends process improvements to enhance service quality and efficiency. Additionally, this position maintains a strong knowledge of digital services and cross-sells products to align with members' financial needs.
By emphasizing ONE Park, ONE Mission, One Team, the eTeam Service Specialist I supports members through multiple communication channels, including phone, online chat, and message boards. This role involves assisting members with their service requests, troubleshooting issues, and processing transactions related to accounts, loans, and ATM/Debit Card programs. The eTeam Service Specialist I also provides mentorship and support to eTeam Service Representatives, handles escalated calls, and recommends process improvements to enhance service quality and efficiency. Additionally, this position maintains a strong knowledge of digital services and cross-sells products to align with members' financial needs.
Essential Functions & Responsibilities:
- Assist current members and potential members with their correspondence requests through a variety of channels including but not limited to telephone, online chat and online/mobile banking message boards; answer questions about products and services; resolve issues that are within their authority to resolve and refer those outside their authority to their supervisor; process requests for additional services as needed. Provide information to members on remote services including access, troubleshooting, and navigation focusing on clear communication to ensure ease of use. Maintain documentation as required for review. Prepare and maintain assigned reports in a timely and accurate manner as assigned or requested.
- Assist members with opening and closing accounts; assess risk, and detect possible fraud when making decisions regarding the approval of online membership applications; remain up to date on regulations and policies involving the credit union including awareness of fraudulent activity and methods to minimize credit union risk and/or losses; perform required transactions; service loans and assist in member inquiries regarding their loans; ensure all documents necessary are completed accurately and input in computer system timely; perform transactions related to ATM/Debit Card programs including ordering cards and placing blocks per credit union guidelines. Provide information regarding these transactions and resolve issues that are within authority referring issues outside authority to manager.
- Support eTeam Service Representatives for questions and assistance as needed; provide support within the department and mentor new eTeam Service Representatives, assisting with coaching and training as needed. Answer calls in the Specialist Queue and assist eTeam Service Reps and other departments with policy and procedure questions. Provide support and assistance to other departments as requested. Provide guidance to eTeam Service Reps on appropriate action on a per issue basis. Recommend changes to eBranch processes to ensure quality assurance and for maximum efficiency. Suggest edits to N&G documentation to ensure eBranch processes are clear and consistent with CU operations.
- Follow up on escalations as assigned by management. Assume responsibility of difficult calls from eTeam Service reps as needed. Provide direction to eTeam Service Reps as to appropriate escalation paths when appropriate.
- Maintain records and member account information. Keep manager informed of issues that may arise when assisting members. Remain abreast of the digital technology and delivery methods as they develop and/or change. Follow all security policies and report suspicious activity to management.
- Maintain knowledge of all products and services offered. Identify cross-sell opportunities and cross-sell services to members to assist in achieving individual and established departmental goals.
- Monitor call center and loan queues and alert management of the need for queue assistance. Coordinate breaks and lunches with peers to ensure appropriate queue coverage.
- Test and implement new communication channels, new policies, and new processes/procedures. Provide feedback on success/failure, and make recommendations that benefit the business and its members.
- Perform other duties as assigned.
Performance Measurements:
1. To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values:
3. To communicate via telephone, email and online chat along with accurate spelling, good grammar and punctuation.
4. To accurately receive calls daily and effectively troubleshoot or direct the call.
5. To answer telephone within 3 rings, respond to written correspondence within 24 hours, respond to text and chat messages within 5 minutes.
6. To actively strive to achieve an 85% Quality Grade of Service as reported by the ACD software.
7. To process member transactions with zero errors.
8. To add to and maintain knowledge of all new policies and procedures to ensure remain compliant with all regulations.
9. To follow the credit union’s Bank Secrecy Act and anti-money laundering policies and procedures, including running OFAC searches, completing investigative reports of suspicious activity and currency transaction reports timely and without error.
10. To maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance.
11. To follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately.
1. To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values:
- Vibrant Connections
- Inclusive Excellence
- Bold Compassion
- Endless Empowerment
3. To communicate via telephone, email and online chat along with accurate spelling, good grammar and punctuation.
4. To accurately receive calls daily and effectively troubleshoot or direct the call.
5. To answer telephone within 3 rings, respond to written correspondence within 24 hours, respond to text and chat messages within 5 minutes.
6. To actively strive to achieve an 85% Quality Grade of Service as reported by the ACD software.
7. To process member transactions with zero errors.
8. To add to and maintain knowledge of all new policies and procedures to ensure remain compliant with all regulations.
9. To follow the credit union’s Bank Secrecy Act and anti-money laundering policies and procedures, including running OFAC searches, completing investigative reports of suspicious activity and currency transaction reports timely and without error.
10. To maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance.
11. To follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately.
Knowledge and Skills:
Experience One year to three years of banking experience.
Education A high school education or GED.
Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion,
requiring diplomacy and tact in communication.
Other Skills
Experience One year to three years of banking experience.
Education A high school education or GED.
Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion,
requiring diplomacy and tact in communication.
Other Skills
- Excellent written and verbal communication skills. The ability to communicate clearly and effectively through various channels (i.e. telephone, chat, message board, etc.)
- Great listening and telephone skills
- Working knowledge of Word, Excel, and various internet browsers.
- Experience with technology and the proven ability to communicate via email and Online chat along with accurate spelling, good grammar, and punctuation.
Physical Requirements
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform
the essential functions. While performing the essential duties of this position, the employee is regularly exposed to a general office environment and interaction with customers.
PHYSICAL DEMANDS
The physical demands described here are representative of those required to successfully perform the essential functions of this position, but do not necessarily constitute an exhaustive list of all essential functions. To the extent required by any applicable law, reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions where this can be done without posing a direct threat to self or
others.
While performing the essential duties of this position, the employee frequently must sit, stand, and walk short distances. The employee frequently uses hands and fingers to count currency and handle, manipulate, and feel objects, documents, and office tools and equipment. Reads, writes, listens, speaks, and uses personal computers, copiers, telephones, and other office equipment and software throughout the work day. The employee is occasionally required to stoop, bend, squat, and reach overhead with hands and arms. Occasionally pushing and pulling of office furniture and other objects. The employee may occasionally lift and/or move up to 15 pounds and on occasion lift and/or move up to 25 pounds.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform
the essential functions. While performing the essential duties of this position, the employee is regularly exposed to a general office environment and interaction with customers.
PHYSICAL DEMANDS
The physical demands described here are representative of those required to successfully perform the essential functions of this position, but do not necessarily constitute an exhaustive list of all essential functions. To the extent required by any applicable law, reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions where this can be done without posing a direct threat to self or
others.
While performing the essential duties of this position, the employee frequently must sit, stand, and walk short distances. The employee frequently uses hands and fingers to count currency and handle, manipulate, and feel objects, documents, and office tools and equipment. Reads, writes, listens, speaks, and uses personal computers, copiers, telephones, and other office equipment and software throughout the work day. The employee is occasionally required to stoop, bend, squat, and reach overhead with hands and arms. Occasionally pushing and pulling of office furniture and other objects. The employee may occasionally lift and/or move up to 15 pounds and on occasion lift and/or move up to 25 pounds.
Park Community Credit Union is an Equal Opportunity Employer/VETERANS/DISABLED
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