E-Branch Agent - Carbondale IL

SIU Credit Union; Carbondale (IL); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Health insurance options

Dental and vision

Paid time off

Paid holidays

401(k) profit share options

Job summary

SIU Credit Union, based in Carbondale, IL, seeks an E-Branch Agent 1 to serve as the first contact for members across electronic channels. You will troubleshoot digital banking issues, guide members through mobile payments, and facilitate secure, seamless transactions from anywhere.

The role emphasizes strong communication, problem resolution, and a people-first approach in our virtual branch, with on-site support in Carbondale, IL.

Qualifications

• Minimum of two years of related experience.
• High school diploma or equivalent required.
• Proficient in PC software and office equipment.

Responsibilities

• Manage and respond to member inquiries across electronic channels.
• Resolve first-contact requests and coordinate handoffs.
• Process transactions using electronic methods and assist with card services and mobile payments.
• Educate members on policies and new banking technology.
• Identify opportunities to cross-sell aligned products and services.
• Maintain compliance with security procedures and regulations.

Skills

Written & verbal communication

Problem solving

Customer service

Multi-channel support

Team player

Education

High school diploma or equivalent

Job description

The Digital Face of Member Service

Are you a tech-savvy communicator who loves solving problems and helping others navigate the digital world? As our E-Branch Agent 1, you are the vital first point of contact for our members across all electronic channels. Whether it's helping a member set up mobile payments or providing expert guidance on our latest products, you make banking accessible from anywhere. If you're ready to blend technical skill with a \"people-first\" attitude to provide seamless service in our virtual branch, we want you on the front lines of our digital mission.

About SIU Credit Union We are built on a simple idea: \"People Helping People.\" We're working for you, our members, and our neighbors to keep our community's finances strong. We believe in building a supportive environment where we all work together to help Southern Illinois grow.

How You'll Make a Difference

The E-Branch Agent 1 is essential to our modern service strategy. By providing first-contact resolution via electronic channels, you ensure our members receive fast, accurate, and professional assistance without ever needing to step into a physical branch. Your ability to troubleshoot technology, process complex digital transactions, and identify the right financial products helps our members achieve their goals in the most convenient way possible.

What You'll Do

• Digital Communication: Manage and respond to member inquiries across various electronic channels, ensuring a professional and helpful experience every time.
• Problem Resolution: Execute first-contact resolution for member requests and perform seamless \"warm handoffs\" to other departments when specialized help is needed.
• Account Servicing: Process transactions using electronic signature methods and assist members with advanced card services and mobile payment setup.
• Member Education: Provide clear information on policies and procedures while helping members adopt and master our latest banking technology.
• Proactive Solutions: Identify opportunities to cross-sell products and services that align with member needs, contributing to our overall growth goals.
• Compliance: Maintain strict adherence to security procedures and federal/state regulations to protect our members' digital identities and assets.

What You Bring

• The Heart: A helpful, patient spirit and a passion for making digital banking a positive experience for every member.
• The Experience: Minimum of two years of related experience.
• The Education: High school diploma or equivalent.
• The Technical Edge: High proficiency in PC software and standard office equipment; comfortable navigating multiple digital platforms simultaneously.
• The Skills: Excellent written and verbal communication skills, strong decision-making abilities, and the judgment to elevate complex issues when necessary.
• The Essentials: Must be bondable and detail oriented.

Why You'll Love It Here

• Community Impact: Support the financial health of our neighbors through innovative service.
• Collaboration: A culture that ditches \"us vs. them\" for a supportive team environment.
• Benefits: Health insurance options, dental and vision, paid time off, paid holidays, 401(k) profit share options

Schedule & Location

• Status: Full-Time, Non-Exempt
• Location: On-site – Carbondale, IL (E-Branch Operations)
• Hours: Monday – Friday, Saturday rotation

EOE