Electronic Services Rep II

Job Description

Job Description

What makes us different from a bank? Part of it is our not-for-profit, cooperative structure. Financial Partners Credit Union is owned by our members, not Wall Street, so we’re committed to doing what’s best for you, rather than the bottom line.

Since our humble beginnings, we're over $2.2 billion in assets, with 93,000 members, and branches across California, from South San Francisco to San Diego. But one thing hasn’t changed since eight aviation workers pooled $900 in 1937 to launch Financial Partners: our focus on saving money, making money, and saving time for our members.

About the Role:

The Electronic Services Representative II plays a critical role in delivering exceptional customer service and technical support for electronic service platforms. This position is responsible for assisting customers with inquiries, troubleshooting issues, and providing guidance on the use of electronic systems to ensure seamless user experiences. The role requires a deep understanding of electronic service/digital banking processes and the ability to communicate complex information clearly and effectively. The Electronic Services Rep II collaborates with internal teams to escalate and resolve technical problems promptly, contributing to continuous service improvement.

Minimum Qualifications:

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of 3 years experience in customer service or technical support roles, preferably involving electronic or digital banking services.
• Proficient computer skills, including familiarity with common office software and electronic service platforms.
• Strong verbal and written communication skills with the ability to explain technical information clearly.
• Ability to manage multiple tasks efficiently and maintain attention to detail in a fast-paced environment.

Preferred Qualifications:

• Experience working with financial service platforms.
• Minimum of 5 years of experience involving electronic or digital banking service within financial services. 
• Familiarity with customer relationship management (CRM) systems and ticketing software.
• Certification in customer service or technical support (e.g., HDI, ITIL) is a plus.
• Bilingual abilities to support a diverse customer base.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or chat regarding electronic services and digital banking platforms.
• Assist customers in navigating electronic systems, including account setup, access issues, and transaction processing.
• Diagnose and troubleshoot technical problems related to electronic services, escalating complex issues to specialized teams as needed.
• Document customer interactions and technical issues accurately in the service management system to maintain detailed records.
• Collaborate with IT and service development teams to provide feedback and suggest improvements based on customer experiences.
• Stay current with updates and changes to electronic service platforms to provide accurate and up-to-date information to customers.
• Maintain compliance with organizational policies and data security standards while handling sensitive customer information.

Skills:

The required skills enable the Electronic Services Rep II to effectively assist customers by understanding their needs and resolving issues related to electronic platforms. Strong communication skills are essential for explaining technical concepts in an accessible manner and ensuring customer satisfaction. Proficiency with computer systems and software allows the representative to navigate electronic service tools efficiently and document interactions accurately. Preferred skills such as CRM familiarity and troubleshooting expertise enhance the ability to manage customer cases and resolve technical problems more independently. Additionally, bilingual skills and certifications contribute to broader customer support capabilities and professional growth within the role.