Hybrid E-Services chez Partner Colorado Credit Union

Description

SUMMARY DESCRIPTION

The E-Services Specialist is responsible for providing basic to complex technical support via live chat on all E-Services, taking personal ownership until the completion of the case.

CORE COMPETENCIES

Answer, investigate and/or initiate actions on member inquiries, requests or issues on all products and services efficiently from the following member access channels: Web Chat, Mobile Chat, faxes, and emails. Follow-up as required to ensure member satisfaction.

Responsible for answering inquiries from assigned member access channels regarding account information, mobile banking, and assisting members with completing any request.

Back-up the Video Teller as needed.

Back-up on the phones as needed.

Responsible for continually updating personal knowledge of changes to company products/services, technology, regulations and policies and procedures, practices and policies.

Participate in training to improve skills, performance levels and overall personal development.

Consistently exceed set performance standards for service quality, accuracy and volume.

Process all incoming mail daily, including payoffs.

Answer incoming questions from staff in reference to products, services, or troubleshooting a problem that a member may be having, that is with the branch employee

All other duties assigned

Assist branches with member’s questions or concerns; they are unable to assist with. I.E. On-line banking, mobile banking, third party resources (quicken, quickbooks) ETC.

Requirements

KNOWLEDGE, SKILL, AND ABILITY

Multi-tasking ability to serve members in an exceptional manor across a wide range of products and issues.

Knowledge of all credit union products and services.

Ability to be the “face” of Partner for members, acting with integrity, urgency, and dependability.

Ability to perform basic mathematical calculations with speed and accuracy.

Must have manual dexterity to input data via keyboard (i.e. computer, calculator, typewriter and telephone).

• The ability to navigate multiple applications in a windows environment
Ability to communicate clearly, concisely, and professionally in verbal and written form.

Ability to tactfully question or actively listen to members, to determine specific need/concerns.

Must be able to prioritize and organize multiple tasks effectively.

EDUCATION OR FORMAL TRAINING

High School or equivalent.

EXPERIENCE

Six months of similar or related experience required.

COMPENSATION & BENEFITS

Starting hourly rate - $18.00+ depending on experience

Being a part of Partner Colorado CU has its benefits. We offer valuable benefits designed for you, your family, and your life. Our plans are cost-effective, convenient and provide ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life. There is a potential for Annual Performance Bonus, Medical Plans, Dental, Vision, HSA, 401(k) match, Life/AD&D, Accident, Hospital Indemnity, Long Term Care, Short-term Disability, Long-term Disability, Identity Theft, Paid Time Off, Paid Holidays, Personal and Professional Development.

WORKING ENVIRONMENT 

• The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth vision, and the ability to adjust focus.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• The employee is required to travel, by auto, to various branch locations as determined by staff training needs.