Online Member Service Representative

Summary/objective 

Assist members on Live Chat and answer e-mails from members through online banking and the mobile app.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Handle Live Chats from members
• Reply to online banking and mobile app messages
• Ability to multi-task, handling multiple chats and messages at the same time
• Possess excellent written communication skills
• Knowledge of all credit union share account products and procedures
• Knowledge of all credit union online and mobile products
• Update information in core system as needed
• Research and solve member problems
• Possess excellent computer skills
• Other duties as assigned

Competencies

• Strong detail orientation for accuracy in processing 
• Strong computer skills
• Excellent oral and written communication skills, including telephone communication skills 
• Proactive communicator and problem solver
• Strong customer service skills
• Working knowledge of Episys
• Working knowledge of Synapsys

Supervisory responsibilities

• None

Work environment

• Office environment
• May be asked to work remotely temporarily
• Flexible work schedule including working some Saturdays

Physical demands

• Sitting for extended period of time
• Handling – ability to touch, feel, lift, operate and control equipment, materials and objects with hands
• Reaching – ability to thrust out the hands to retrieve an object
• Seeing – ability to have power of sight
• Hearing – ability to be aware of sounds by the ear; consistent ability to communicate with other via phone

Travel required

• Minimal

Required education and experience

• High School Diploma or Equivalent
• Twelve Months of Experience with Indiana Members Credit Union or Equivalent
• Excellent Communication, Analytical, and Organization Skills

Other duties