The Service Officer is responsible for delivering an exceptional experience to members who seek help or direction via in-person, phone, or electronic channels.  The Service Officer must be extremely empathetic to member concerns while supremely confident in their ability to guide the member to solutions that accomplish both the member and credit union goals. The successful Service Officer enjoys interacting with members regarding a broad range of financial situations, has excellent listening and communication skills, is adept at delivering engaging service and providing prompt problem resolution while also uncovering opportunities to build and strengthen the member’s relationship.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Knowledge Of:

• Credit Union’s products and services
• Credit Union policies and procedures pertaining to member experience and service

Ability To:

• Operate a PC using the following software applications Windows, Outlook, Word, and Excel.
• Operate the Credit Union’s financial software (Symitar) to access member accounts to perform transactions, account inquiries, and all other member service functions.
• Operate in a multitude of online and software systems to serve the members.
• Learn the differences in products and services offered by other financial institutions to those offered by the credit union.
• Provide expeptional member service in keeping with the credit union Service Commitment.
• Communicate effectively with members and process requests timely and accurately.
• Work through complex member issues with patience, empathy, and confidence.
• Use positive language and demonstrate appropriate tone based on interaction.
• Relate to members on a human level.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Promotes the credit union’s Service Commitment and exemplifies internal service standards; we care, we serve, we teach, and we learn.

• Proactively educates and empowers members to utilize beneficial products and services. Specifically self-service technology: Digital Banking, Bill Payment, Remote Deposit, debit and credit cards, eStatements, ATMs and digital alerts

• Supports all areas of the credit union by providing expert level service to members after products or services have been added to accounts.

• Investigates and resolves a wide range of member issues and requests and supports other departments in a manner that results in an exceptional experience for the members.

• Acts as the voice of the member by recognizing when processes or products are not Fast, Easy, and Fun, is empowered to do what is right for the member in that moment and notifies the appropriate teams to ensure these processes are changed.

• Communicates with members via a variety of methods to include face to face,phone, email, text, secured messaging, and live chat while adhering to the credit union’s Service Commitment.

• Processes a variety of financial transactions for members including the opening and closing of specialty accounts, issuing checks, transferring funds, processing VISA cash advances, initiating wire transfers, instant issuance of debit cards, and maintaining member accounts.

• Responds to member inquiries regarding the operation of accounts and access to services. Resolves account discrepancies, balances and reconciles accounts, adds or reduces service features on various accounts, and assists members to make the most effective usage of service offerings.

• Works through complex debit and credit card issues to successful resolution as determined by the member.

• Assists members in accessing all digital services and asks probing questions to ensure the member is utilizing the features that best meet their needs.

• Provides support to our frontline sales team and branches in assisting members with complex debit, credit, account, and digital issues, that are outside of their scope of knowledge to ensure the member has the most optimal experience and their issue is resolved

• Reviews and works various daily, weekly, and monthly reports

• Educates members about beneficial products and services to support moving all members to our most valuable member segments.

• Operates personal computer to accurately post transactions, access account information, balance transactions, and generally update member account transactions and information.

• Maintains confidentiality and privacy of member data and financial information.

• Comply with all applicable laws, regulations, policies and procedures. Adhere to all security procedures and regulatory guidelines.

• Must be able to work Saturday and Sunday hours as required.  

• Comply with all applicable laws, regulations, policies, and procedures, including but not limited to: Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act, and the Customer Identification Act (CIP).

• Lobby Functions:

• Responsible for daily credit union business including record retention, cash management, inventory, daily reconciliations, and office security. Ensure all required paperwork and documentation are accurately completed, adhering to the Credit Union’s policies and procedures
• Operate cash transaction drawer. Responsible for investigating and resolving all balancing offages and discrepancies, including MRO cash drawers and cash recycler totals
• Represents DECU with a professional image. Ensures that the office image is favorable, reflecting a sound and secure financial institution that employs prudent housekeeping procedures, safety measures, and provides a pleasant atmosphere for members, including privacy, confidentiality, and ease of use
• Provide Notary services to members
• Strong organizational, accuracy and detail orientation skills required

• High School diploma or GED and two years of related customer service experience.

License or Certification:

• Bondable
• Acceptable Credit History
• Notary Public

COMPETENCIES:

• Communication Skills
• Mathematical Skills
• Reasoning and Problem Solving Ability
• Emotional Intelligence
• Positive Attitude
• Accountibility
• Digital Dexterity

• Health, Dental & Vision Benefits
• Bonus opportunity
• 401(k) with match and profit sharing
• Flexible Time Off