Associate II, eSupport

at  FIRST TECHNOLOGY FEDERAL CREDIT UNION

The Associate II, eSupport supports members by handling and resolving digital member inquiries and issues through the secure messaging platform, enhancing the member’s experience by offering products and services as appropriate and meeting service level standards.

EXPERIENCE AND EDUCATION REQUIREMENT:

• Minimum Education: High School Diploma
• Minimum 2 years’ experience in supporting customers through a digital channel (including technical issue resolution), preferably in the financial services industry
• Excellent business communication skills; in particular, able to write clearly and professionally for a variety of audiences
• Excellent listening skills with ability to ask probing questions to determine member needs and overcome objections; excellent attention to detail
• Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
• Ability to work in fast-paced environment and meet deadlines without sacrificing quality
• Proficiency with online messaging systems
• Working knowledge of Microsoft Office Suite
• Certification/License: N/A
  Location: Rocklin Corporate Location, Rocklin, CA 95765 (HYBRID)
  Schedule: eSupport is open 7 days a week and have various shifts available to support work/life balance | Monday - Friday: 6AM - 6PM | Saturdays & Sundays: 7:30AM - 4PM
  Target Compensation: $24.04 to $27.40 per hour + annual bonus

• Respond to more complex inbound digital member inquiries including bill pay, mobile banking, Quicken, and eDeposit, resolving issues as required
• Troubleshoot member technical issues through digital channels
• Identify and offer products and services that meet the member’s financial needs
• Handle some escalated digital member issues as required
• Process items as assigned from team daily task list generated from various channels