eServices Representative - (Mobile Banking)

Job Description

Job Description

Assist members over the phone with mobile banking solutions. Research & resolve mobile banking related issues, as well as navigate multiple systems to solve issues and assist members.

• 99% of the cost of employee healthcare covered by the company
• 100% of the cost of dental and vision covered by the company
• 401K match offered
• Culture focused on employee engagement & giving back
• Mission dedicated to serving the credit union members (our customers)

Target hiring pay range: $17.00 - $21.25 per hour

Purpose: The primary purpose of this position is to assist Atlanta Postal Credit Union to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.”

This individual is responsible for various support functions related to eServices operations and member service. Job responsibilities presently assigned to this position include resolution of member issues for Internet and Mobile banking, bill pay, mobile deposits, mobile wallets, and completion of applicable reports, file maintenance and general member service. The eServices Representative is expected to be a subject matter expert on all online and mobile banking solutions.

Duties and Responsibilities

1. Deliver outstanding service to both internal and external members that is in alignment with our Service Promises
2. Resolve member access issues for internet banking application
3. Assist members with the use of internet banking, mobile banking, account transfers, online bill payment, mobile deposits, mobile wallet solutions, Money Management, Purchase Rewards, Alerts, Notifications, etc.
4. Assist members with the creation and update of account settings
5. Assist members with the use of account transfers
6. Process member claims related to online bill payments and provide necessary follow up
7. Review and decision new mobile deposit application requests and limit increases
8. Process mobile deposits and decision deposits which meet exception criteria
9. As requested by Call Center, receive and respond to member issues submitted via internal ticket systems, phone or email.
10. Assist other departmental and credit union staff as necessary.
11. Identify opportunities to improve operational effectiveness and delivery of eServices to members.
12. Promote and maintain good member relations. Promote the benefits and services of the credit union to members and others eligible for membership.
13. Comply with all aspects of BSA/AML and OFAC regulations as they relate to this position.
14. Other duties as assigned.

Desired Qualifications:

1. Good technical skills with a solid understanding of online and mobile banking solutions.
2. Minimum of 2 years of Financial Institution or customer service experience.
3. Ability to navigate system applications as needed to resolve inquiries.
4. Basic computer knowledge in Microsoft environment and Internet
5. Ability to work flexible hours.
6. Excellent problem-solving skills.
7. Demonstrate member service skills.
8. Strong interpersonal and communication skills.
9. Sensitivity in dealing with member’s financial needs and ability to maintain confidentiality.
10. Good organization, planning and motivational skills.
11. Must be able to make decisions and be self-motivated.
12. Work in collaboration with other team members

Physical Job Requirements:

Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and/or carry weights of 5 to 25 pounds.

Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. Center Parc Credit Union prohibits harassment based on the same protected classes and criteria.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.

Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check, and satisfactory proof of your right to work in the U.S.