About this role

Provides support for Online Banking, Mobile Banking, Bill Pay, P2P, A2A, Mobile Pay (Apple Pay, Android Pay, Samsung Pay)
Troubleshooting and resolving escalated sign in and navigation issues presented by members and employees
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) to advocate for the member and resolve escalated issues
Works and completes requests, or forwards to appropriate employee, for all electronic communications from the members
Compiles monthly data and prepares reporting for eServices channel usage and Co-Op Member Center secure message volume
Helps Member Services inbound team answer member phone calls during extremely heavy call volume

High School Diploma or Equivalent
Associate or Bachelor’s Degree preferred
Two to Five years of work experience
Ability to work a non-traditional schedule including rotating weekends and holidays
Reliable home internet connection
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

eServices Representative

Key skills