The Online Support Specialist provides professional, prompt financial service and resolves any technical or product issues related to Online Banking products accessed via computer, mobile phone or tablet. Support member’s requests through multiple interaction types, including but not limited to: phone, email and online chat. The Online Support Specialist provides internal support for other areas, such as branches and contact center service.

Hours: Monday - Friday 10 am - 7pm, rotating Saturday shift 

• Broad foundation of member service knowledge to support queue overflow (up to 30%).
• Comfortable with investigating and resolving member issues or support needs in regards to technology in a constantly changing environment.
• Serve as a resource to Branch and Contact Center staff.
• Troubleshoot problems with the member's browser configuration, our software, or other vendor integration points.
• Identify / resolve issues that prevent users from utilizing our software.
• Ensure proper follow-up, even when a problem has not been resolved, to ensure member is kept apprised of issue status.
• Maintain strong working knowledge of enhancements and new technology rollout.
• Understands fully the credit union's product and services to assist member with their financial needs.
• Provide a high level of service to assist members with any product within our suite of Online and Mobile Banking products.
• Interact with and assist up to two members simultaneously through Live Chat.
• Troubleshoot computer and Android/iPhone/tablet issues.
• Communicate effectively and efficiently driving toward one contact resolution.
• Provide supporting documents and proper documentation in member files.
• Provide accurate account information using account security procedures.
• Perform financial transactions in an efficient and precise manner.
• Support individual, team and credit union goals as determined by credit union management (adherence, follow-up, referrals, call statistics, etc.).
• Promote honest and open communication throughout the credit union.
• Demonstrate behaviors that are consistent with the credit union's values, philosophies, and leadership characteristics.
• Work with other credit union departments to insure the workflow or process is providing the best service to the members

Education And Experience

• High school diploma or equivalent is required.
• Bachelor’s Degree in related field preferred.
• Six or more months experience in online Customer Service is preferred.
• 1 year or more in Customer Service is required.

Knowledge, Skills and Abilities

• Personal experience with CommunityAmerica's online banking platform, products and services.
• Mastery in written communication using appropriate spelling, grammar and punctuation.
• Mastery of credit union services and products.
• Possess computer and smart phone trouble-shooting knowledge including browsers, pop-ups, iPhone and Android apps.
• In a fast paced environment, be able to multi-task with speed and accuracy in multiple systems congruently.
• Able to appropriately resolve conflicts and escalated issues.
• Able to work effectively individually and within a team environment.
• Able to resolve interpersonal conflict and miscommunications.
• Must be able to be bonded.
• Demonstrate a working knowledge of different browsers (Internet Explorer, Firefox, Chrome, and Safari).
• Demonstrate an understanding of general internet concepts (clearing cache/cookies, security settings, etc.).