eServices Phone Representative

Apple Federal Credit Union
Fairfax, VA
May 15, 2017
May 23, 2017
Accountant, IT
Full Time
General Summary: Undergeneral supervision, but following established policies and procedures performsa broad-range of member service activities through online services viaTelephone and Chat. Serves as credit union subject-matter expert on Online andMobile banking by becoming certified with the online banking system. Extensiveknowledge of internet browsers, operating systems, and general troubleshootingis preferred.Responsibilities:Representsthe credit union to the member by telephone in a courteous, professionalmanner. Provides information to membersvia telephone and chat, on all eService's product channels.Providesprompt, efficient and accurate service in the processing of all requested membertransactions, such as withdrawals, transfer of funds, requests for accountinformation, etc. Performsa variety of eServices support duties which require knowledge of departmentalprocedures.Receivesand handles all calls regarding member accounts. Provides accurate information to membersregarding credit union eServices products, policies and procedures. Advises members of federal regulationsapplicable to these policies and procedures. Resolves member complaints and corrects errors.Receivesand handles member inquires through Live Chat. Provides accurate information to members regarding credit unioneServices products, policies and procedures. Advises members of federal regulations applicable to these policies andprocedures. Resolves member complaintsand corrects errors.Researchesand investigates member inquiries. Submits eService Help Desk ticket forfurther research. Maintainsand updates member records as required.Remainscognizant of and adheres to credit union policies and procedures, andregulations pertaining to the Bank Secrecy Act.Performother administrative and telephone processing duties as assigned by the LeadeServices Phone Representative, eServices Manager, or AVP of eServices. Qualifications-all required unless otherwisenoted:High school diploma or equivalent(GED). Minimum two years financialinstitution experience or customer/member service call/contact center required.Extensive knowledge of internetbrowsers, operating systems, and general troubleshooting is preferred. Familiarity of member servicepolicies and procedures. Ability to multi-task. Excellent oral and writtencommunication skills.Excellent interpersonal and memberservice skills. Excellent analytical andproblem-solving skills. PC proficient including MSWord/Windows and Excel. Ability to function in a financialinstitution Branch environment and use standard office equipment including butnot limited to: PC, fax, copier,telephone, etc. Extensive telephone and emailcontact. Satisfactory credit andbackground. Hours: TBD

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