eService Specialist

eService Specialist Hot Job Remote CA - NA, CA 99999 Apply Overview Salary Range $23.16 - $28.95 Hourly Apply Description JOB SUMMARY The eService Specialist is responsible for delivering high-quality operational and service support to members through University Credit Union’s digital and remote service channels. This role focuses on resolving account-related inquiries, supporting digital banking tools, maintaining operational accuracy, and ensuring a seamless member experience. Serving as a trusted virtual support resource, the eService Specialist handles complex service requests, researches and resolves account issues, provides digital guidance, and supports frontline and virtual teams with back-office and escalation support. Through efficiency, attention to detail, and member-first service, the eService Specialist ensures each interaction reflects UCU’s service standards, compliance requirements, and commitment to member success. LOCATION We are passionate about attracting great talent to our team, so this position will be a hybrid arrangement with travel expectations to designated university partners and CU locations. ABOUT UNIVERSITY CREDIT UNION University Credit Union (UCU) is a purpose-driven financial cooperative dedicated to providing everyone in the university community a financial advantage. UCU was founded in 1951, on-campus, by a group of UCLA employees. Over 70 years later, we continue to exclusively serve the university community and have expanded our reach beyond UCLA. We continue to align ourselves with universities and have expanded our reach to numerous universities across California, the West Coast Conference, and the Big West Conference. UCU’s focus has been diversifying and building a foundation for future growth. By partnering with the university community, we can provide products and services tailored to their unique needs. To best serve our member-owners, UCU delivers on our purpose, to give every member in the university community a financial advantage, by following our three key differentiators: o We were founded by the University Community for the University Community o We provide conflict-free unbiased financial advice from certified professional coaches. o the top 1% lowest nationwide of all federally insured financial institutions. KEY DUTIES AND RESPONSIBILITIES eService Specialist 1. Member Service & Digital Support · 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. 2. Operational & Account Support · 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. 3. Compliance, Documentation & Risk Awareness · 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. 4. Collaboration & Continuous Improvement · Collaborate with Conatct 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. Qualifications KNOWLEDGE & SKILLS EDUCATION/CERTIFICATION : High school graduate or equivalent. Associate’s degree or higher preferred, specialized banking or credit union education and training. National Mortgage Licensing System (NMLS) is required within 30 days of active employment with UCU. Completion of UCU certification programs post-hire. REQUIRED KNOWLEDGE : 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. EXPERIENCE REQUIRED: Minimum of 1 year of progressive experience in financial services or member service, with demonstrated coaching or lead experience preferred. SKILLS/ABILITIES: Planning, organizing, directing, and controlling. Ability to supervise and train others. Well organized. 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) Team UCU Benefits: Investing in people is one of UCU’s strategic priorities and we invest in Team UCU by offering a variety of excellent benefits, in addition to being a great team to work with: ü Competitive compensation ü Work from anywhere options for select positions. ü A full 401(k) match up to 6% plus a potential additional annual profit share of up to 4% ü Quarterly Gain Share awards, subject to meeting certain organization goals, with a payout of up to 10% of earnings ü Employee loan discounts ü Generous paid vacation, plus accrual of paid sick time, and additional discretionary floating and cultural holidays ü 12 paid Holidays ü Personal growth development plans tailored to each member of Team UCU ü Choice of medical, dental, and vision plans, including some options that are 100% paid for by the Credit Union. ü Complementary Basic Life and Accidental Death and Dismemberment Insurance ü Complementary long-term and short-term disability insurance and Employee Assistance Program UCU’s commitment to diversity, equity, and inclusion: Diversity, equity, and inclusion play a key part in our dedication to giving everyone in the university community a financial advantage. From students, staff, faculty, and alumni, our member-owners are individual in their needs. UCU is committed to ensuring our team brings a variety of skills, ideas, cultural backgrounds, and experience to UCU to align with them. We are dedicated to building trust and understanding with each of our member-owners. We accomplish this by building a community that embraces diverse ideas, backgrounds, and perspectives; this is mirrored in our work and represented in Team UCU. University Credit Union is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. ADA Requirements: Physical Requirements If based remotely, may be required to travel up to 20% of the time to the UCU HQ in Los Angeles, so must be able to travel and move within buildings to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency. Must be able to operate routine office equipment including a computer, telephone, copier, and calculator. Must be able to routinely perform work on a computer for extended periods daily. Must be able to work extended hours whenever required or requested by management. Must be capable of regular reliable, and timely attendance that aligns with the pacific time zone. Working Conditions If working onsite, must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. If working remotely from a home office, must be able to work in a separate, quiet area, for extended periods on a computer. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.