Job Abstract

1000 Signing Bonus effective 1/20/20234

Note: All full-time positions include the option of $0 out-of-pocket premium cost for Employee Only PPO AND exceptionally low premiums for all other PPO coverage levels.

Hours: Monday-Friday 8:00am-4:30pm, Saturday 9:00am-2:00pm

SUMMARY OF POSITION:

The eCommerce Support Specialist is the primary contact for all potential, new and existing members interacting with Tower via electronic channels, providing support for all electronic products and services. This position provides a central resource to branch staff and Member Service Center staff for sales and service support as well as technical and operational support for members for electronic products and services including: e-mail, online and mobile banking, online and mobile payments and funds transfers, mobile deposit, online deposit account opening, online wire transfers, online and mobile debit rewards, Tower website information, and future electronic products, services, and online support channels.

The incumbent cross-sells all types of share and loan products and services through the eCommerce channel online, in-person at Select Employee Group site visits, and by phone in compliance with state and federal regulations and Tower policies and procedures. This position requires the incumbent to use good judgment, strong communication and interpersonal skills combined with a broad scope of knowledge about electronic services, products, account services, regulations and the overall functions and procedures of the operational departments within Tower Federal Credit Union.

The eCommerce Support Specialist assists with the research, development, testing, execution and maintenance of electronic products and services.

Principal Accountabilities AND FUNCTIONS: to be supplemented by specific Competency Summary for Levels I and II

1. Coordinates and prioritizes, in conjunction with the Manager, eCommerce, the daily workflow of the eCommerce unit, responding to member inquiries through or related to the electronic channel.

1. Provides timely and effective service to members utilizing our electronic services and web site applications to include operational and technical support. Provides accurate, timely written communication in response to member’s emails regarding Tower’s website, Home Banking, Bill Payment, mobile banking, mobile deposit, funds transfer, online and mobile debit rewards and other electronic products and services.

1. Services, tests, and maintains electronic service applications to ensure accuracy, security and appropriate resolution of member and operational problems through research and communications with third party vendors. Acts as liaison between members, Information Systems, our website provider, bill payment processor and any other vendor dealing with Tower’s online and mobile products and services to provide members with timely and effective service. Proactively monitor mobile app store reviews by Tower members and research any less favorable reviews to understand potential technological issues to assist members.

1. Manages, monitors, updates, tracks and provides documentation of incident tickets to Digital Insight regarding member or branch issues with electronic products and services. Evaluate and summarize critical details regarding member experiences to third party vendor and assist with troubleshooting. Monitor progress of tickets with vendor and use judgment to determine severity of issue as well as broader member impact. Keep Manager, eCommerce abreast of all progress of incident tickets.

1. Acts as primary contact for all potential, new and existing members by cross-selling and explaining credit union products and services to effectively meet their needs and the goals of the credit union. Interviews members to assess financial needs and recommends appropriate products and services to effectively meet those needs. Reviews features and benefits for product/service and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO. Cross-sells products and services through effective use of sales skills and extensive product and service knowledge.? Initiates telephone contact, as appropriate, to new and existing members to enhance the relationship ensure satisfaction and cross-sell additional products. Provides guidance to members in selection of appropriate savings, IRA and loan products and assists with completion of forms, using this as a tool to identify any additional cross-selling opportunities.

1. Opens new accounts and maintains accurate information related to member’s accounts including posting monetary transactions to protect the assets of Tower and its members. Maintains accurate information related to member’s accounts, including posting any monetary transactions, as needed. Also responsible for the security of negotiable instruments to protect Tower assets. Researches and resolves account problems and discrepancies to include error resolutions, and fraud/ACH affidavits. Makes necessary corrections and resolutions, as appropriate. Reviews Mobile Deposit applications through third party vendor website and processes applications following the Mobile Deposit procedures.

1. Analyzes member inquiries and summarize findings to proactively communicate or report any technology issues to eCommerce Manager and third party vendors to help minimize impact to additional members. Prepares statistical summaries, special reports and queries to include the gathering, summarizing, reporting of pertinent information as needed. Proactively communicates with and assists branch staff and Member Service center staff to provide electronic product and service expertise. Assist with demos, capture screenshots, or troubleshoot questions or issues related to online and mobile products and services.

1. Conducts and/or participates in ongoing audits and quality assurance tests within assigned job function, and within eCommerce unit, to ensure system compliance and documentation integrity. Ensures proper identification and eligibility requirements in compliance with credit union policy and procedures and follows established security measures to guarantee the confidentiality of our membership.

1. Performs and documents testing for software upgrades and new implementations; serves as a project team participant in functional areas of knowledge. Troubleshoots technological issues from members related to our web site applications including computer, internet, browser, online and mobile banking, and bill payment issues to provide timely resolutions to members. Tests integrity and consistency for information provided by any third party vendors related to online, mobile, or electronic systems after the installation of new software releases.

1. Handles intricate questions, reconstructs accounts, researches problems, files claims on behalf of the members and communicates solution to members/employees. Performs file maintenance and responds to member’s account inquiries and requests on all account types to include check orders, account distributions, stop payments, ATM/Debit card requests, club account name changes, address changes and account ownership maintenance or issues. Release debit card holds and resets Tower Talk 24 and/or Home Banking PINs as outlined by the eCommerce procedures. Processes all wire transfer requests initiated online within Home Banking and ensures that expanded identification procedures are followed.

1. Completes all required credit union compliance and product knowledge training. Ensures compliance with all Tower policies and procedures and Federal and State regulatory statutes in executing all job duties to include providing appropriate verbal and written disclosure of rates and fees for all account and loan types.

1. Provides support to the Business Development Department during site visits at various Select Employee Group (SEG) locations. Uses good judgement combined with broad product knowledge to cross-sell Tower to these new potential members as well as answer intricate questions. Ensures receipt of the appropriate paperwork from the new members in order to open the new accounts. In addition, Level II eCommerce Specialists will coach Level I eCommerce Specialists on the requirements of supporting SEG site visits.

Required Qualifications: Competencies Chart must be included-used for levels I and II employment and career progression criteria.

Level I -

• 2 year degree plus 2 years of related experience or minimum of 4 years related experience with 1 year in member contact (customer service) role.
• Additionally, minimum 1 year of experience with specialized training in electronic services such as online and mobile banking, and bill payment.?
• Experience with various computer software applications including different internet browsers, operating systems, and mobile applications.?

Level II –

• 2 year degree plus 4 years of related experience or minimum of 6 years related experience with at least 3 years in member contact (customer service) role.
• Additionally, minimum 2 years of experience with specialized training in electronic services such as online and mobile banking, and bill payment.?
• Successful completion of all required career path competencies for Level I, including additional training requirements.
• Must possess high-level expertise with various computer and mobile, including devices, technologies and applications and must have in-depth knowledge and experience with various computer software applications including relevant internet browsers, operating systems, and mobile applications.?

COMPETENCIES:

• Ability to apply concepts of percentages, ratios and proportions to practical situations and to reconciled and balance transaction records.
• Ability to operate PC in Microsoft Windows environment, familiarity with PC applications (Word, Excel).
• Ability to operate PC in an Internet environment and to assist others with such operation.
• Ability to become proficient in the front end and back end operations of web site applications such as Home Banking and Bill Payment.
• Ability to read, analyze and interpret procedure manuals (operational or technical)
• Ability to write routine reports, internal and external communications
• Ability to interact effectively with technical and non-technical users at all organizational levels
• Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone, concerning operational and technical issues.
• Ability to write effective, concise, complete correspondence to Tower members on a daily basis
• Ability to prioritize diverse job assignments and meet established deadlines
• Ability to complete tasks with a high degree of accuracy and attention to detail
• Ability to handle a multitude of tasks in a high stress call center environment
• Able to arrive at work routinely and promptly
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to focus on detail and verify accuracy of numbers and text
• Ability to interpret a variety of technical instructions in written, mathematical or diagram form
• Ability to troubleshoot and resolve member issues/problems related to Internet based website applications.
• Ability to solve problems with many concrete variables in a variety of situations
• Ability to respond to sensitive inquiries and complaints in a timely, effective manner.
• Ability to maintain sensitive and confidential information
• Ability to determine needs and sell solutions to others

WORKING CONDITIONS:

• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift up to 15 lbs with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.

This position description is not necessarily all inclusive in terms of work detail.