Online Member Service Representative

Indiana Members Credit Union; Indianapolis (IN); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Indiana Members Credit Union is seeking a Member Support Specialist to assist members via Live Chat and respond to emails through online banking and the mobile app. The role requires strong written and verbal communication, ability to multi-task, knowledge of credit union products and core systems (Episys, Synapsys), and a High School Diploma with one year of experience.

Work environment may include temporary remote work and occasional Saturdays, with emphasis on accuracy, proactive problem

Qualifications

• High School Diploma or Equivalent.
• Twelve Months of Experience with Indiana Members Credit Union or Equivalent.
• Excellent Communication, Analytical, and Organization Skills.

Responsibilities

• Handle Live Chats from members.
• Reply to online banking and mobile app messages.
• Ability to multi-task, handling multiple chats and messages at the same time.
• Possess excellent written communication skills.
• Knowledge of all credit union share account products and procedures.
• Knowledge of all credit union online and mobile products.
• Update information in core system as needed.
• Research and solve member problems.
• Other duties as assigned.
• Strong detail orientation for accuracy in processing.
• Excellent oral and written communication skills, including telephone communication skills.
• Proactive communicator and problem solver.
• Working knowledge of Episys.
• Working knowledge of Synapsys.

Skills

Live chat handling

Email support

Multi-tasking

Written communication

Customer service

Problem solving

Attention to detail

Computer skills

Proactive communication

Education

High School Diploma or Equivalent

Tools

Episys

Synapsys

Job description

Assist members on Live Chat and answer e-mails from members through online banking and the mobile app.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Handle Live Chats from members
• Reply to online banking and mobile app messages
• Ability to multi-task, handling multiple chats and messages at the same time
• Possess excellent written communication skills
• Knowledge of all credit union share account products and procedures
• Knowledge of all credit union online and mobile products
• Update information in core system as needed
• Research and solve member problems
• Other duties as assigned
• Strong detail orientation for accuracy in processing
• Excellent oral and written communication skills, including telephone communication skills
• Proactive communicator and problem solver
• Working knowledge of Episys
• Working knowledge of Synapsys

Supervisory responsibilities

• None

Work environment

• May be asked to work remotely temporarily
• Flexible work schedule including working some Saturdays
• Sitting for extended period of time
• Handling – ability to touch, feel, lift, operate and control equipment, materials and objects with hands
• Reaching – ability to thrust out the hands to retrieve an object
• Seeing – ability to have power of sight
• Hearing – ability to be aware of sounds by the ear; consistent ability to communicate with other via phone
• Minimal

Required education and experience

• High School Diploma or Equivalent
• Twelve Months of Experience with Indiana Members Credit Union or Equivalent
• Excellent Communication, Analytical, and Organization Skills

Other duties

Summary/objective

Assist members on Live Chat and answer e-mails from members through online banking and the mobile app.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Handle Live Chats from members
• Reply to online banking and mobile app messages
• Ability to multi-task, handling multiple chats and messages at the same time
• Possess excellent written communication skills
• Knowledge of all credit union share account products and procedures
• Knowledge of all credit union online and mobile products
• Update information in core system as needed
• Research and solve member problems
• Possess excellent computer skills
• Other duties as assigned

Competencies

• Strong detail orientation for accuracy in processing
• Strong computer skills
• Excellent oral and written communication skills, including telephone communication skills
• Proactive communicator and problem solver
• Strong customer service skills
• Working knowledge of Episys
• Working knowledge of Synapsys

Supervisory responsibilities

• None

Work environment

• Office environment
• May be asked to work remotely temporarily
• Flexible work schedule including working some Saturdays

Physical demands

• Sitting for extended period of time
• Handling – ability to touch, feel, lift, operate and control equipment, materials and objects with hands
• Reaching – ability to thrust out the hands to retrieve an object
• Seeing – ability to have power of sight
• Hearing – ability to be aware of sounds by the ear; consistent ability to communicate with other via phone

Travel required

• Minimal

Required education and experience

• High School Diploma or Equivalent
• Twelve Months of Experience with Indiana Members Credit Union or Equivalent
• Excellent Communication, Analytical, and Organization Skills

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.