Service Specialist III
Verve
- Oshkosh, WI
- Permanent
- Full-time
- 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.
- 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.
- 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.
- 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