Electronic Support Services Specialist

Primary Responsibilities:

Assist members with the use of credit union digital products and services. This includes receiving, prioritizing, documenting and actively resolving member help requests. Responsible for keeping all departments updated with latest products, service improvements, and current promotions to insure alignment and achievement of Hawaii Central's strategic plans, initiatives and goals.

Essential Duties:

1. Assist members with enrolling and using credit union digital products and services such as, but not limited to; home banking, online bill pay, mobile banking, video banking and etc.
2. Field and resolve help requests from members via online, telephone, video or walk-ins, in a courteous manner.
3. Track and evaluate usage of services and resolutions by reviewing various reports, and analyze trends.
4. Identify and learn appropriate software and hardware (including updates) needed to support members.
5. Develop troubleshooting documentation for staff as well as members.
6. Educate members and staff of digital products and services.
7. Review audit reports to monitor for possible internal or external security concerns.
8. Assist with outgoing and tracking of ongoing member communications, including but not limited to quarterly newsletters, e-mail blasts, Annual Reports, Member Surveys, corporate updates, etc.
9. Provide positive member experiences at every touch point (multiple delivery channels). Provide members with information concerning the credit union, its products, services and policies.
10. Assist with implementation and reports tracking the credit union's promotional campaigns, events, products and services.
11. Setup and maintenance of A2A/P2P member payments
12. ACH Processing

Other Duties:

1. Represent HCFCU in community events, as appropriate.
2. Actively participate in credit union functions.
3. Other duties as assigned.

Minimum Qualification Requirements:

1. High School Diploma or equivalent and/or 1 year work experience in related field.
2. Must be a self-starter and organized to meet deadlines with the ability to simultaneously manage multiple projects.
3. Proven analytical and problem-solving skills.
4. Excellent written and oral communication skills.
5. Must be proficient in the following: Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
6. AAP Certified (or willing to be certified)