eServices Specialist

Position Summary

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.

This position requires the ability to work varied hours between 7:00 a.m. and 7:15 p.m. Monday-Friday and 8:45 a.m. and 5:00 p.m. on rotating Saturdays and various holidays.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

Work Location:

This position is a hybrid role with a combination of working both onsite at the Headquarters 2 building in East Lansing and remotely. A schedule of expected onsite days (one day per week) and remote workdays will be discussed during the interview process.

Compensation & Benefits:

• Starting at $18/hour dependent on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

Essential Duties and Responsibilities

eServices Specialist I:

• 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
• Process 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
• Meets or exceeds cross-selling goals by effectively presenting and explaining the benefits of various financial products to members
• Follows-up with members to ensure satisfaction, address concerns, and promote additional products and services to meet marketing and sales campaign goals and strengthen relationships
• Contacts members by phone when necessary to clarify details or securely verify details of member requests
• Handles escalated member interactions by taking the appropriate action to resolve concerns
• Demonstrate adaptability and a positivity when faced with complex situations
• Analyze, research, and resolve member issues
• Manage time efficiently and take initiative within the department; seek opportunities to develop or enhance knowledge
• Builds and maintains relationships with members by understanding their financial goals and recommending appropriate products and services to meet those goals
• Records detailed notes to document member interactions, complex situations, transactions, and product offerings
• 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
• Focuses on improving the overall digital member experience, ensuring ease of use, security, and accessibility across various digital services and platforms
• 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
• Follow safety and security procedures regarding robbery and emergency situations, third party access to secure areas, and communicate suspicious activity to management
• Perform other duties and assist others, as assigned

Knowledge, Skills, and Abilities Required:

eServices Member Services Specialist:

• Completion of high school degree required with the completion or pursuit of bachelor's degree preferred
• The ability to work varied hours including some evening, weekends, and holidays
• The ability to positively adapt to changing circumstances and learn from new experiences
• The ability to communicate openly and honestly, expressing needs, expectations, and concerns clearly in order to build positive relationships, both personally and professionally
• The ability to embrace a mindset of lifelong learning and seek opportunities for personal and professional development through self-directed learning, experiential learning, and/or formal education
• Actively seeks opportunities for self-improvement, including learning new skills, seeking feedback, and embracing challenges as opportunities to learn and grow
• The ability to understand one's emotions as well as empathize with the emotions of others
• Excellent written and verbal communication skills including grammatical and typing skills with an emphasis on accuracy
• The ability to leverage available resources, technologies, and processes to enhance the members experience
• The ability to demonstrate strong critical thinking, analysis, research, and problem-solving skills to resolve member inquiries and concerns
• The ability to analyze situations, think logically, and make informed decisions
• Thorough knowledge of the advantages of the Credit Union's products and services to ensure that members have a full understanding of the benefits of MSUFCU membership compared to other financial institutions
• The ability to organize, prioritize and perform multiple tasks simultaneously
• The ability to effectively work independently and as a team
• Maintains functional knowledge of Credit Union systems, products, services, and procedures
• The ability to demonstrate the Credit Union's Core Values, mission, and vision with members, peers, and leadership
• The ability to create an environment of connections, inclusion, and empowerment
• The ability to expediently communicate to members with a thorough, accurate and professional response
• Strong sales skills with the ability to achieve identified sales goals
• The ability to maintain composure and professionalism through conflict resolution and de-escalation scenarios
• The ability to be reliable and available to help the membership during assigned scheduling and tasking
• Understands and complies with regulations relating to financial products and services
• Demonstrates strong listening and empathy skills
• The ability to manage time efficiently and take initiative within the department, seeking opportunities to develop or enhance knowledge

Competencies

• Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate.

Physical Demands & Work Environment:

• May be required to remain in a stationary position for an extended period.
• Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage.
• Occasionally needs to move about inside of an office area.
• Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.
• This position requires onsite presence at the employee's assigned location for all scheduled shifts.
• This position can work in hybrid or onsite working arrangements.

Disclaimer:

• Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.
• MSUFCU is an affirmative-action, equal-opportunity employer.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.