Note: The job is a remote job and is open to candidates in USA. University Credit Union is a purpose-driven financial cooperative dedicated to providing financial advantages to the university community. The eService Specialist is responsible for delivering operational and service support to members through digital channels, resolving account inquiries, and ensuring a seamless member experience.
Responsibilities
- Resolve member inquiries related to accounts, transactions, digital banking, and self-service tools through phone, secure messaging, email, and video channels
- Perform account maintenance, research, and troubleshooting accurately and efficiently
- Provide guidance on digital banking features, enrollment, navigation, and issue resolution
- Ensure a positive, professional, and empathetic member experience in every interaction
- Process service requests including account changes, documentation, and transactional corrections following UCU policies and procedures
- Investigate and resolve member issues by researching account history, systems, and automated workflows
- Serve as a point of escalation support for frontline digital and branch teams when additional research or resolution is required
- Identify trends, recurring issues, or system gaps and escalate appropriately
- Ensure all transactions and interactions adhere to regulatory requirements including BSA, AML, OFAC, Truth in Savings, and Truth in Lending
- Accurately document service activities, resolutions, and member communications in accordance with UCU standards
- Maintain strict confidentiality and exercise sound judgment when handling sensitive member information
- Collaborate with Contact Center, MemberCare, Lending, Operations, and Technology teams to ensure seamless service delivery
- Provide feedback and recommendations to improve processes, digital tools, and member experience
- Participate in ongoing training, system updates, and service calibration sessions
- Model UCU values, service excellence, and a member-first mindset
Skills
- High school graduate or equivalent
- National Mortgage Licensing System (NMLS) is required within 30 days of active employment with UCU
- Completion of UCU certification programs post-hire
- Working knowledge of ACH, direct deposit, Truth in Savings, Truth in Lending, IRA, Consumer Lending, Real Estate Lending, business services, member service and teller functions, Bank Secrecy Act, Anti-Money Laundering Act, OFAC, and all other applicable financial institution regulations
- Minimum of 1 year of progressive experience in financial services or member service
- Ability to supervise and train others
- Excellent communication skills
- Demonstrated consultative sales and service skills
- Good math skills and attentive to detail
- Solid public relations abilities
- Able to use PC, 10-key, telephone
- Intermediate knowledge of Microsoft Office Suite (Outlook, PowerPoint, Excel, & Word)
- Associate's degree or higher preferred, specialized banking or credit union education and training
- Demonstrated coaching or lead experience preferred
Benefits
- Competitive compensation
- Work from anywhere options for select positions.
- A full 401(k) match up to 6% plus a potential additional annual profit share of up to 4%
- Quarterly Gain Share awards, subject to meeting certain organization goals, with a payout of up to 10% of earnings
- Employee loan discounts
- Generous paid vacation, plus accrual of paid sick time, and additional discretionary floating and cultural holidays
- 12 paid Holidays
- Personal growth development plans tailored to each member of Team UCU
- Choice of medical, dental, and vision plans, including some options that are 100% paid for by the Credit Union.
- Complementary Basic Life and Accidental Death and Dismemberment Insurance
- Complementary long-term and short-term disability insurance and Employee Assistance Program
Company Overview
University Credit Union (UCU) is a not-for-profit financial institution for employees and families of major Southland Universities. It was founded in 1951, and is headquartered in Los Angeles, California, USA, with a workforce of 51-200 employees. Its website is https://www.ucu.org/.