eServices Representative

Job Description

Job Description

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today.

This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office.

SUMMARY:
An eServices Representative serves as the expert in all aspects of the Online Banking, Mobile Banking, Bill Pay, P2P, A2Aand TeleTalk systems functionality. The representative is responsible for processing all member correspondence via Online Banking Message Center, Georgia’s Own web site Contact Us functionality and secure Co-Op messaging.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

 

• Provides support for Online Banking, Mobile Banking, Bill Pay, P2P, A2A, Mobile Pay (Apple Pay, Android Pay, Samsung Pay), Account Aggregation tools (Quicken, Mint, etc.) and Teletalk by:
  • Troubleshooting and resolving escalated sign in and navigation issues presented by members and employees.
  • Having a strong understanding of the devices used to connect to the above services and having the capability to troubleshoot and resolve device-related issues.
  • Documenting and reporting recurring issues and problems to manager and Online Banking Channel Analyst.
  • Developing and delivering basic training to ensure front-line staffing understands basic functionality, navigation and troubleshooting.  
  • Communicating with eServices vendors (Alkami, PSCU), as warranted, to advocate for the member and resolve escalated issues.
  • Notifying  IT and/or appropriate vendors of system issues.

• Works and completes requests, or forwards to appropriate employee, for all electronic communications from the members through:
  • Online Banking Message Center
  • Georgia’s Own Contact Us through website
  • Secured messages from Co-Op Member Center.

• Compiles monthly data and prepares reporting for:

• eServices channel usage.
• Co-Op Member Center secure message volume.

• Helps Member Services inbound team answer member phone calls, as needed, during extremely heavy call volume.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:

• High School Diploma or Equivalent.
• Associate or Bachelor’s Degree preferred.
• Two to Five years of work experience.

JOB REQUIREMENTS

• Ability to work a non-traditional schedule including rotating weekends and holidays
• Reliable home internet connection

OTHER JOB QUALIFICATIONS :

• Excellent verbal skills for communication via telephone.
• Excellent writing skills for communication via email and IM.
• Strong technical capabilities with mobile operating systems, computer navigation, browser functionality and account aggregation tools.

• Proficient use of PC and all technology required for job function.
• Ability to take direction and follow through on assigned tasks.
• Excellent organizational skills.
• Ability to work in a team environment.
• Ability to deal with member reaction in adverse situations.

PHYSICAL REQUIREMENTS:

To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated, and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the Credit Union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the Credit Union within 30 days of any changes that need to be reflected on the NMLS registry.

Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans. 

We are an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class.