Digital Service Solutions Specialist — Member Impact

Lake Trust Credit Union; Brighton, Northern (MI, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(K) matching

Financial wellbeing services

Health insurance (reduced)

Wellbeing services

DE&I initiatives

Work-life balance

Job summary

The eService Solutions Specialist III at Lake Trust Credit Union delivers performance excellence across electronic and digital service channels. You’ll lead and mentor the team, support incidents and escalations, and collaborate with vendors and internal departments to enhance digital services and training.

The role centers at the Brighton Headquarters, with occasional site visits to other locations as necessary.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 1+ years of financial institution experience, support or operational experience.
• 2+ years of customer service experience preferred.
• 3+ years of financial institution experience, support or operational experience.
• 2+ years of customer service experience preferred.
• Bachelor’s Degree preferred, or equivalent education and experience.
• Knowledge of back-end financial services operations.
• 3+ years financial institution experience, support or operational experience.
• 3+ years customer service experience preferred.

Responsibilities

• Serve as a liaison between Onstage representatives and members, providing information, explanations, and problem resolutions.
• Define procedures for digital solutions and design learning resources to promote knowledge management.
• Handle complex issues under minimal supervision; refer only the most complex items to higher-level staff.
• Make independent decisions regarding member-impacted accounts.
• Develop and execute UAT test plans across all digital platforms with documentation and issue tracking.
• Ensure compliance of processes for digital products and services; support audits as needed.
• Serve as a Subject Matter Expert for digital products supported by the department.
• Act as Tier Two liaison between Tier One and Tier Three support; provide detailed information and testing.
• Provide on-call support after-hours, weekends and holidays (Level III).

Skills

Customer service

Financial institution experience

Support/operational experience

Problem solving

Education

Bachelor’s Degree or equivalent

Bachelor’s Degree preferred

Job description

The eService Solutions Specialist III at Lake Trust Credit Union delivers performance excellence across electronic and digital service channels. You’ll lead and mentor the team, support incidents and escalations, and collaborate with vendors and internal departments to enhance digital services and training.

The role centers at the Brighton Headquarters, with occasional site visits to other locations as necessary.