eServices Representative

Georgia's Own Credit Union; United States; Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Office and remote work options

Job summary

Georgia’s Own Credit Union seeks an eServices Representative to master Online Banking, Mobile Banking, Bill Pay, P2P, A2A, and Teletalk functionality.

You will handle member messages and secure communications, document recurring issues, and provide basic training to frontline staff.

Collaborating with Alkami and PSCU, you will advocate for members and resolve escalations, while maintaining strong written and verbal communication.

Qualifications

• High School Diploma or equivalent required.
• Associate or Bachelor’s Degree preferred.
• Two to five years of related work experience.

Responsibilities

• Provide expert support for Online Banking, Mobile Banking, Bill Pay, P2P, A2A, and Teletalk.
• Troubleshoot sign-in and navigation issues for members and employees.
• Document recurring issues and report to the Online Banking Channel Analyst.
• Develop and deliver basic training for front-line staff.
• Coordinate with eServices vendors (Alkami, PSCU) to resolve issues.
• Notify IT and vendors of system issues.
• Handle electronic communications via Online Banking Message Center and Co-Op messaging; compile monthly usage data.
• Assist inbound Member Services during high call volume.

Skills

Verbal communication

Written communication

Customer service

Technical troubleshooting

Training delivery

Teamwork

Education

High School Diploma or Equivalent

Associate or Bachelor’s Degree preferred

Tools

Alkami

PSCU

Online Banking Tools

Mobile Banking Apps

Teletalk

Quicken/Mint tools

Job description

This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office.

SUMMARY

An eServices Representative serves as the expert in all aspects of the Online Banking, Mobile Banking, Bill Pay, P2P, A2Aand TeleTalk systems functionality. The representative is responsible for processing all member correspondence via Online Banking Message Center, Georgia’s Own web site Contact Us functionality and secure Co-Op messaging.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides support for Online Banking, Mobile Banking, Bill Pay, P2P, A2A, Mobile Pay (Apple Pay, Android Pay, Samsung Pay), Account Aggregation tools (Quicken, Mint, etc.) and Teletalk by troubleshooting and resolving escalated sign in and navigation issues presented by members and employees.
• Having a strong understanding of the devices used to connect to the above services and having the capability to troubleshoot and resolve device-related issues.
• Documenting and reporting recurring issues and problems to manager and Online Banking Channel Analyst.
• Developing and delivering basic training to ensure front-line staffing understands basic functionality, navigation and troubleshooting.
• Communicating with eServices vendors (Alkami, PSCU), as warranted, to advocate for the member and resolve escalated issues.
• Notifying IT and/or appropriate vendors of system issues.
• Works and completes requests, or forwards to appropriate employee, for all electronic communications from the members through: Online Banking Message Center, Georgia’s Own Contact Us through website and Secured messages from Co-Op Member Center.
• Compiles monthly data and prepares reporting for: eServices channel usage and Co-Op Member Center secure message volume.
• Helps Member Services inbound team answer member phone calls, as needed, during extremely heavy call volume.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS

• High School Diploma or Equivalent.
• Associate or Bachelor’s Degree preferred.
• Two to Five years of work experience.

JOB REQUIREMENTS

• Ability to work a non-traditional schedule including rotating weekends and holidays.
• Reliable home internet connection.

OTHER JOB QUALIFICATIONS

• Excellent verbal skills for communication via telephone.
• Excellent writing skills for communication via email and IM.
• Strong technical capabilities with mobile operating systems, computer navigation, browser functionality and account aggregation tools.
• Proficient use of PC and all technology required for job function.
• Ability to take direction and follow through on assigned tasks.
• Excellent organizational skills.
• Ability to work in a team environment.
• Ability to deal with member reaction in adverse situations.

PHYSICAL REQUIREMENTS

To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated, and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

SAFE ACT COMPLIANCE

All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the Credit Union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the Credit Union within 30 days of any changes that need to be reflected on the NMLS registry.

EMPLOYMENT NON-DISCRIMINATION STATEMENTS

Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans. We are an equal opportunity employer.

COMPANY CULTURE AND VALUES

Georgia’s Own Credit Union named to 2025 Top Workplaces USA list. Georgia’s Own Credit Union is proud to be named to the 2025 Top Workplaces USA list. Organizations must receive at least a 35% response rate on their employee engagement surveys to be considered for the Top Workplaces award from Energage. Questions range from employees’ experiences with work-life balance and their overall well-being to communication, innovation, and values within the organization. As a full-service, not-for-profit financial institution, serving our members, giving back to our communities, and cultivating our employees is at the heart of what we do. That includes providing a flexible, innovative, engaging, and progressive work environment - just to name a few.

EMPLOYEE TESTIMONIALS

“In my work, I can be very flexible with my schedule, and I feel like I can contribute to the overall success of the company.”

“Georgia’s Own is truly a fabulous place to work. I love my job because regardless of what area, everyone is focused on ensuring that our members have what they need to succeed. And that’s a good mission!”

“I can contribute to the greater cause of providing our community with financial assistance to meet the dreams and needs of their families.”

“I love the people that I work with and the vision behind who Georgia’s Own is and continues to be. I love being a part of an organization that cares for the community, starting with their very own employees and members.”

BANKING ON PURPOSE

While many things have changed throughout our long history as a credit union, acting with purpose—whether it’s serving our members, giving back to our communities, or cultivating our employees—has remained the foundation of what we do. Banking on Purpose explains our character and motivation. It drives our decision-making, and is the underlying reason why people should choose us as an employer and financial institution. Banking on Purpose is not just a tagline—it is our mission and vision, both internally and externally.

EEO/EOE STATEMENTS

Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of actual or perceived age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any other characteristics protected by applicable federal, state, or local laws.

Consistent with obligations under federal law, Georgia’s Own is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans.