What are the responsibilities and job description for the eServices Support Specialist position at Gulf Winds Federal Credit Union?
Description
About Gulf Winds
Gulf Winds Credit Union offers innovative financial tools that give our members freedom to live life with their finances under control. Since our founding in 1954, we have grown from a single branch in Pensacola, Florida, to a regional institution with over $1 billion in assets and 83,000 members across Florida, Alabama, and Georgia. From daily banking needs to investment services, our members aren't treated like an account number, but as part of the family.
Our Values
We are guided by our core values of Integrity, Care, Growth, and Innovation and are dedicated to our members, our community and each other.
Integrity
We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility.
Care
We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else.
Growth
We set ambitious goals, provide personal development opportunities, and encourage results.
Innovation
We challenge the status quo to enhance the member's experience and solve tomorrow's challenges today.
Working at Gulf Winds
Working at Gulf Winds is not just a job, it's a career. We're hiring collaborative, motivated people who want to love what they do. We are forward-thinking and family oriented. We recognize and reward excellent member service and have fun while working hard. When you join the team, you can expect :
- Open and transparent communication with your leaders
- Consistent coaching and opportunities to improve performance.
- Collaborative and team-focused environments
- Short and long-term professional development
- Opportunity to participate in cross-functional projects.
With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.
Role :
This position works with back-office software to resolve issues and maintain member electronic transactions; assists with product development and testing of online / mobile banking software; and provides electronic delivery support and excellent service to members by phone and other virtual delivery channels.
Essential Functions & Responsibilities :
Utilizes eServices back-office software to create, maintain, and monitor digital transactions and services including but not limited to mobile deposits and enrollments.
Assists with product development and testing of online / mobile functionality for upgrades / fixes prior to member rollout.
Maintains member online banking account information on computer system.
Assists members with online banking, mobile banking, NAO, and other eService delivery options; answers questions about electronic products and services and resolves member issues.
Performs back-up job duties for NAO and other digital services; assists on projects and committees.
Performs other job related duties as assigned.
Performance Measurements :
1. Prompt attention given to eServices issues regarding transactions and member satisfaction.
2. Troubleshoot and resolve member and internal inquiries to resolution.
3. Take ownership of product development / testing assignments with minimal supervision.
4. Perform testing of online / mobile products timely and properly.
5. Carry out assigned duties and responsibilities with minimal errors according to establishes department standards.
6. Communicate member and internal issues to Supervisor or Manager timely and effectively.
7. Ensures compliance with all applicable Credit Union policies, procedures and regulations.
8. Complies with all applicable rules, regulations, procedures and policies, including but not limited to BSA, OFAC and Physical Security.
Knowledge and Skills :
Experience : Minimum 6-12 months in similar position and / or 6-12 months prior financial institutionexperience
Education : A high school diploma
Interpersonal Skills : Work involves much personal contact with others inside and / or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills : Knowledge and use of online banking, mobile banking, and other basic electronic banking methods; ability to perform daily tasks with minimal supervision and be a self-starter; computer skills with knowledge of multiple browsers and associated functions; ability to communicate effectively and efficiently using email, telephone, and any other form of communication while maintaining good command of the English language.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Gulf Winds is an Equal Opportunity Employer. Drug Free Workplace.
