eCommerce Service Representative

Sun East Federal Credit Union; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

Sun East Federal Credit Union in Aston, PA seeks an eCommerce Service Representative to handle inquiries about online banking, member accounts and transactions via phone, email and chat. You will troubleshoot, provide a one-call resolution when possible and educate members on our products and services.

A strong candidate has a High School diploma, 2–4 years in e-commerce servicing or banking, knowledge of online banking and mobile deposits, and excellent communication skills; bilingual is a

Qualifications

• High School Diploma or equivalent.
• 2-4 years of relevant e-commerce servicing (email/chat/online banking) experience.
• Credit union or banking experience required.
• Knowledge of PC usage, mobile/tablet devices, online banking and mobile deposits.
• Strong verbal and written communication; problem solving.
• Bilingual skills a plus.

Responsibilities

• Handle inquiries via phone, email and chat regarding online banking and member accounts.
• Troubleshoot issues and provide education on products and services, with cross-selling when appropriate.
• Assist with automated services and back up call center queues as needed.
• Forward calls to supervisors or other departments as required.

Skills

Customer service

Communication

Problem solving

Cross-selling

Education

High School Diploma or equivalent

Tools

Online banking systems

Mobile deposits

CRM software

Phone systems

Job description

ABOUT SUN EAST FEDERAL CREDIT UNION

Headquartered in Aston, PA, Sun East was chartered in 1949 as the result of Sun Oil Company employees banding together to assist each other with their financial needs. From these humble beginnings, we have grown to serve the financial needs of more than 50,400 members throughout Delaware, Pennsylvania, and New Jersey. As a credit union, we are a cooperative financial institution, owned and operated by its members. The basis of our philosophy is "people helping people.".

Together, we will be our members' heroes and build relationships that create lasting legacies, one person at a time.

In order, to hire and retain employees who will make this mission their own, we offer competitive pay, a comprehensive benefits package, and a rewarding work environment with opportunities for career development.

Responsibilities

As an eCommerce Service Representative your day is spent answering, troubleshooting and responding to inquiries via income and outgoing calls, emails and chat conversations regarding online banking, member accounts and transactions as well as automated services. You thrive in a fast-paced environment. As one of the voices of our credit union, you make sure that your warm smile and helpful attitude come through in every phone interaction.

You will provide a one call resolute and educate members on all the products and services we offer such as banking services, IRAs, and loans. Utilizing your product knowledge, you use a consultative approach to uncover needs and cross-sell financial products. Also, backing up all call center queues as assigned and for business need.

You are trained to handle as much as possible yourself but need to forward some calls to your supervisors or other departments.

QUALIFICATIONS FOR A eCommerce Service REPRESENTATIVE

• High School Diploma or equivalent
• 2-4 years of relevant experience; previous e-commerce servicing (email/chat/online banking) experience a plus
• Previous credit union or banking experience required
• Knowledge of PC's, Mobile and Table Devices, along with general office equipment and knowledge of online banking and mobile deposit functionality
• Strong verbal and written communication skills, good reasoning ability and problem-solving skills
• Bilingual skills a plus

Please be advised that credit, criminal, employment, and education background checks are conducted on potential candidates. A post-offer, pre-employment drug test is also conducted.

WORK SCHEDULE

This position typically works Monday-Friday with two Saturday shifts a month. Hours vary with at least two evening shifts a week. Typical shifts include 7:45 am - 4:45 pm, 9:00 am - 6:00 pm, and 10:00 am - 7:00 pm on weekdays and 7:45 am - 1:00 pm on Saturdays.