Online Services Specialist

Company: NC State Employees' Credit Union
Location: Santa Fe
Posted on: March 16, 2023

Job Description:

POSTION TITLE: Online Services Specialist REPORTS TO: Call Center Manager SUPERVISES: N/A JOB STATUS: Non- Exempt JOB GRADE 8: $18.50 - $27.76 per hour JOB SUMMARY: We're seeking an employee whose role is to assist State ECU members by reaching them via our online services and contact points. Help to exceed growth goals by educating members and potential members on Credit Union products and services and maintain a high level of penetration for closed product sales. Provide personal and professional service to members by maintaining the knowledge and skills to be fully functional in member service, lending and automated services. (Must be in current position 12 months). All employees of State Employees Credit Union are proactive, result driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management. Duties/Responsibilities:

• Responsible for opening all online deposit accounts and serve as backup for loan applications and complete all necessary paperwork and system file maintenance necessary to complete the transaction.
• Primary contact for managing and maintaining all online banking messaging, including Kasasa leads. Responding to requests for assistance, research clarification and overall member service via these channels.
• Effectively cross sell deposit, loan and automated services to members and complete all necessary paperwork, and system file maintenance necessary to enroll the member or create the account on the data processing system.
• Assist members with a variety of services such as wire requests, check or plastic card disputes, fraud, ATM or debit card orders, check orders, etc.
• Process requests for loan skips, extensions or changes in loan due date or payment frequency.
• Make appropriate decisions based on authority limits for check acceptance, signing of corporate checks, wires, and fee refunds.
• Check general voicemail and respond to member inquiries and place outbound call backs.
• Assist with calls from the Call Center on a case by case basis.
• Manage and maintain online banking address changes and ensure proper member maintenance on the core system, including but not limited to placing outbound calls to members and sending proper documentation for audit.
• Process, close and fund auto loans, personal loans to include CD/SAV and Credit Cards and refer closed and funded Real Estate loans.
• Must be proficient in completing all loan documentation, recommendations and verifications needed for loans and follow up as needed or necessary i.e. title work, payroll
• Contribute to corporate and branch goals and support the current vision and mission of the Credit Union.
• Assists with achieving branch goals for members, deposits, checking accounts, loans and all other services as needed or assigned.
• Must have knowledge of branch security and internal control requirements and ensure that procedures including dual control are followed at all times.
• Comply with all policies and procedures and all regulatory requirements including USA Patriot Act, BSA, OFAC, CIP, Member Due Diligence, and Reg J.
  • Performs other duties as assigned. Required Skills/Abilities:
    • Must be able to speak, write and understand English. Excellent verbal and written communication skills are necessary.
    • Must have knowledge of office machines and equipment and be able to type.
    • Patience, tact, enthusiasm and positive attitude toward the members and general public. Education/Experience:
      • Must be at least 18 years of age.
      • Must be a graduate of an accredited high school or have the equivalent of a high school diploma (G.E.D. certificate).
      • Three years member/customer service required. General Requirements: Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:
        • Works in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
        • Adheres to policy on Drug Free Workplace.
        • Complies with company policies and procedures and local, state and federal regulations Physical Requirements:
          • Prolonged periods of sitting at a desk and working on a computer.
          • Must be able to lift 15 pounds at times.
          • Must be able to access and navigate each department at the organization's facilities. State Employees Credit Union offers a highly competitive benefits package Applications must be received by Human Resources State Employees Credit Union of New Mexico is an Equal Opportunity Employer Equal Opportunity Employer, including disabled and veterans.

Keywords: NC State Employees' Credit Union, Santa Fe , Online Services Specialist, Other , Santa Fe, New Mexico