Service Specialist III

Verve

  • Oshkosh, WI
  • Permanent
  • Full-time
  • 29 days ago
Job DetailsJob Location: Oshkosh WI Main St - Oshkosh, WIPosition Type: Full TimeSalary Range: UndisclosedDescriptionPOSITION SUMMARYThe Service Specialist III serves the Service Center by implementing and supporting electronic banking products and services, answering incoming calls from prospects and members to take and fulfill orders, answer inquiries and questions along with handling escalated calls from other team members. This advanced level position performs troubleshooting, handling of transactions, answering questions callers and team members may have, and resolves member complaints.POSITION RESPONSIBILITIES
  • Answer member calls along with responding to requests received.
  • Provide prospects and members with product and service information.
  • Recommend products and services to members.
  • Update existing member information on applicable programs and systems.
  • Identify and escalate priority issues.
  • Research member issues using available resources and interaction with appropriate departments/personnel to resolve to member’s satisfaction.
  • Document all call information per standard operating procedures.
  • Meet individual and team target goals.
  • Intermediate knowledge of IRA/HSA process and procedures to ensure knowledgeable service to members as well as other team members.
  • Support digital banking including online banking, mobile apps, mobile deposit, bill pay, and supported devices and features.
  • Assists in testing of CORE and online banking releases.
  • Troubleshoots/Investigates/Resolves issues with devices used with Verve’s digital banking services.
  • Create and maintain Digital Banking procedures.
  • Assist with gauging and interpreting performance trends.
  • Other duties as assigned.
QualificationsEDUCATION AND EXPERIENCE
  • Meet and exceed Service Specialist II expectations.
  • Associate degree or equivalent from two-year college or technical school OR 5 years of experience in a related position, or equivalent combination of education and experience.
  • Financial experience preferred.
  • Proficiency in English language required.
  • Successfully complete Verve internal training: IRA/HSA Intermediate.
KEY COMPETENCIES
  • Excellent oral and written communication skills: effectively listen, take instruction and disseminate information.
  • Utilize effective judgement while managing time to make sound decisions while minimizing the Credit Union’s exposure to risk.
  • Demonstrated ability to work independently and collaboratively, handle multiple priorities, problem-solve, exercise good judgement, and employ initiative.
  • Proven ability to demonstrate patience, diplomacy, tact and professionalism and maintain confidentiality.
  • Possess a high degree of accuracy and attention to detail in work product.
  • Ability to think “outside the box”.
  • Ability to operate standard office equipment, such as personal computer, printer, fax, copier and scanner.
  • Maintain a professional image of the Credit Union when interacting with members and team members.
  • Comply with all aspects of BSA/AML and OFAC regulations as related to position.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
  • Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
  • Physical Requirements: Ability to sit or stand at a desk the majority of the workday; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch. The employee may occasionally lift and move up to 30 pounds
The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.

Verve