eServices Specialist I, II, Senior

Reports to: Product Delivery Manager, Retail Experience

Functions Supervised: Retail Financial Services hardware and software environment.

Primary Functions: Provide product answers and system support to members and frontline support employees for RFS owned products, services, systems and equipment.

Duties and Responsibilities:

1. Provide member and staff support for the credit union's electronic service delivery platforms including, but not limited to, online and mobile access, ATM, branch equipment and services.
2. Answer member and staff inquiries and provide information concerning the use of the credit union's websites and electronic service platforms.
3. Provide training and related support tools to staff to enable them to be more effective at providing member support.
4. Maintain knowledge of credit union services, related policies and key features of the credit union's website and electronic service delivery platforms.
5. Develop superior communication skills and consistently utilize a systematic, deductive approach to problem solving.
6. Identify application features and functions to improve member service.
7. Maintain application specific security functions and controls based on policies established by Information Security.
8. Assist in the installation and testing of new releases, upgrades and fixes.
9. Fulfill role of Department IT Liaison including fielding end-user questions and researching application specific questions and issues.
10. Perform other duties as assigned.

Education: High school graduate or equivalent

Creditable Experience in Lieu of Education: Six months prior experience in a service related position with this credit union or experience in a computer help-desk/support environment.

Experience/Skills: Must demonstrate proficiency in the use of common web services and an aptitude to continually learn new technologies. Must have a pleasant telephone voice, demonstrate a mastery of English speaking, and comprehension skills. Must communicate effectively both verbally and in writing. Must be resourceful, capable of working independently and exercising sound judgment as related to primary job functions. Requires strong interpersonal and written communication skills.

Tenure: Assignment to the eServices Specialist I (Category 13), eServices Specialist II (Category 12) or Senior eServices Specialist (Category 11) will be determined by the candidates education or experience. Advancement requires management recommendation and will be based on the candidates certifications and/or performance.

Salary Pay Range:

• eServices Specialist I (Category 13): $49,284 - $73,391 annually
• eServices Specialist II (Category 12): $53,226 - $81,405 annually
• Senior eServices Specialist (Category 11): $57,484 - $90,230 annually

Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs

Equal Opportunity Employer