eServices Coordinator - Ann Arbor, MI,

The University of Michigan Credit Union is currently searching for a bright, professional and friendly service minded individual to provide first class customer service to our members  The eServices Coordinator will be responsible for building member relationships by providing ex ...

Job description

The University of Michigan Credit Union is currently searching for a bright, professional and friendly service minded individual to provide first class customer service to our members  The eServices Coordinator will be responsible for building member relationships by providing exceptional service, exceeding expectations and anticipating needs. The eServices Coordinator will interact with members and provide information related to all UMCU products and services through all remote delivery channels i.e. video conferencing, online banking, chat, text, email, etc. The eServices Coordinator proactively resolves issues and listens to member concerns in a helpful and patient manner, effectively evaluates any risk to the member or UMCU when providing services, and provides technical support to members utilizing remote service delivery channels.
 
What's in it for you?

• UMCU was recently named one of Michigan's top workplaces by the Detroit Free Press Top Workplace Awards Program as well as the Best and Brightest Top Workplace
• Generous medical, dental, vision, 401k, tuition reimbursement and student loan debt repayment, parental leave and plenty of additional amazing benefits 
• Great downtown Ann Arbor location and we pay for the parking
• Paid time off including personal time, sick, vacation and even give back time to volunteer in the community
• Be part of a fast growing organization that gives back to the community it serves

What you'll be doing in this role:

• Places a high priority on serving the member and provides efficient and enthusiastic service during each member interaction
• Demonstrate a detailed knowledge of UMCU loan processes, written/digital communication, online new account process, wires verification, identity theft, and other types of fraud. 
• Delivers a high level of member service through all channels of communication including email, phone, video, chat and text messages, etc.
• Responsible for responding to member inquiries in writing and verbally as needed
• Helps to resolve and prevent fraudulent activity and account take over, by verifying the members identity and utilizing the necessary tools provided
• Monitors and responds to social media inquiries as needed
• Demonstrates responsibility for security of member information while both in the office and/or working remotely
• Evaluates member's needs and articulates the features and benefits of products/services and provide the member with available options
• When needed, perform duties of the Contact Center and all member service requests including taking inbound calls, answering member questions, performing transactions, card requests, ACH, Visa disputes, troubleshooting UMCU products and services, etc.  
• Uses technology to provide technical support and troubleshoot situations involving electronic services such as online banking, mobile app and third party related solutions
• Provides guidance, technical support and assistance to existing team members that need assistance handling unique member service situations
• Assists with system testing for process changes, procedure updates, new products and system releases.
• Assists with training of team members for both eServices and Contact Center as needed
• Demonstrates an understanding of teamwork in actions and support activities
• Communicate and problem solve with other departments to enhance member service
• Demonstrates an understanding of balancing risk in providing member service
• Actively contributes to improvement of credit union processes and new technology  
• Maintains knowledge of laws and regulations affecting financial institutions policies and procedures
• Volunteers in various activities sponsored by UMCU within the University of Michigan and Ann Arbor communities
• Maintains knowledge of and follows all credit union policies and procedures regarding BSA, OFAC, U.S. Patriot Act, Anti-Money Laundering, S.A.F.E Act, CFPB regulations and Customer Identification Program
• Other duties as assigned

What you'll need for this role:

• 2 or more years of experience as a loan interviewer, or equivalent, is preferred
• Strong verbal and written communication skills
• Proficient in Microsoft Office – Word, Excel, PowerPoint and Outlook
• Strong written, communication and technical skills
• Must be a team player and possess a high energy positive attitude

Physical Demands/Work Environment 

• The environment is typical of an office atmosphere. The noise level in the environment is usually moderate
• While performing the duties of this job, the team member is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. The team member is required to stand, walk, and reach with hands and arms. The team member must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision