Online Services Advisor Chat/Info Box

Skyla Credit Union

Location: 1835 W WT Harris Blvd Charlotte, NC 28262

Job Grade: 6

primary functions:

Responsible for digitally supporting the membership for all e-commerce products and services, including Info Box responses, Online Banking, Secure Messaging and Bill Pay member support. Recognize and act upon opportunities to expand the member relationship. Provide feedback to enhance and improve digital channels and support the marketing efforts and strategic goals of Skyla.

responsibilities:

Provide support to credit union membership for all e-commerce products and services.
Monitor and respond to CHAT inquiries ensuring members receive responses in a timely and professional manner.
Monitor and respond to Secure Message inquiries ensuring members receive responses in a timely and professional manner.
Monitor and respond to Info Box member inquiries in a timely, professional manner and within the same business day.
Recognize and act upon cross sell opportunities to enhance the members' relationship with the credit union during all online member interactions.
Resolve all member inquiries and/or concerns completely, accurately, and professionally.
Recommend and provide feedback regarding new and innovative products or processes to enhance the experience of online services to members.
Coordinate with Marketing, Information Systems and Member Experience to enhance the member's online experience, as it relates to marketing efforts, system enhancements/functionality and overall processes and procedures.
Provide necessary disclosures to members for all e-commerce channels to ensure we are in compliance with current regulations.
Comply with all Federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
Perform job duties in accordance with the Credit Union's values, mission and vision.
Perform other various duties as assigned.

minimum requirements:

One to two years related experience and/or training; or equivalent combination of education and experience.
Thorough knowledge of Credit Union products and services.
Strong communication skills, both written and verbal.
Places a sense of urgency in responding to members.
Self-starter, detail-oriented with the ability to prioritize efficiently.
Ability to operate computer systems with proficiency.

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Vacancy posted 1 day ago

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