eCommerce Specialist I

COASTAL1 CREDIT UNION • Pawtucket, RI

1d • Onsite

About The Position

Coastal1 Credit Union is seeking an eCommerce Specialist I in our Contact Center!

Our eCommerce Specialists monitor the performance of the credit union’s online banking, bill pay, mobile banking, and other systems. They resolve any problems associated with online banking, bill pay, mobile banking, or other products offered to our membership, with or without the assistance of the software vendor.

This is an on-site position.

Founded in 1928 and based in Pawtucket, Coastal1 Credit Union is a growing, member-focused organization serving over 130,000 members. Today, Coastal1 has 19 branches throughout RI and MA, including Bristol, Cranston (2), Cumberland, East Greenwich, East Providence (2), Johnston, North Kingstown, North Providence, Pawtucket (3), Providence, Smithfield, Wakefield, Warwick (2), and North Attleboro, MA.

We are committed to helping members achieve their financial goals. Coastal1 Credit Union is committed to providing the best in products, services, rates and changes in technology for our members convenience and security providing "The smarter way to bank." We are focused on simply being the best overall community financial institution in the markets we serve.

Coastal1 offers competitive pay and great benefits including medical, dental and vision for you and your dependents. In addition, we offer paid time off to promote work/life balance, on-site fitness center, 401(k) with a company match, employee homebuyer assistance, plus much more!

Requirements

• Minimum of a high school diploma or equivalent required. Some college or industry related classes or training.
• At least 3 years demonstrated successful related work experience with a strong background in customer service.
• Demonstrated ability to manage multiple projects simultaneously with time management/organizational/multi-tasking skills.
• Familiarity with basic math concepts required.
• Must be able to focus and pay attention to detail when processing a high volume of work, occasionally work under pressure and have the ability to meet tight deadlines.
• Familiarity with PC’s and basic office software such as MS Office.
• Must have the ability to learn new and changed procedures and methods for processing member transactions.
• Ability to maintain a high level of professionalism and excellent customer service skills, demeanor, appropriate business appearance, and demonstrated knowledge of Coastal1’s products and services, policies and procedures.
• Ability to maintain a positive and upbeat Credit Union image.
• Ability to handle confidential information securely.
• Ability to work collaboratively across all levels and functions of Coastal1 to coordinate solutions.
• Ability to work independently and as a team member.

Nice To Haves

• Associates degree in related field preferred.
• Bi-lingual preferred.

Responsibilities

• Provide phone support for consumer electronic services. Work with members to find resolutions with issues/concerns, while providing quality customer service.
• Respond to member communications submitted through the eCommerce applications or e-mail, when necessary, route to the appropriate department for assistance.
• Provide support to internal staff, resolving complex, in-depth issues.
• Responsible for the research and resolution of problems with online banking, bill pay, mobile banking, remote deposit capture, and any future eCommerce products offered by the credit union. Work with the software vendor/provider to repair or resolve the problems which cannot be repaired or resolved without assistance.
• Report the status and seriousness of outstanding issues or problems with the system to the eCommerce manager/AVP eCommerce.
• Promotes the features and benefits of credit union products and services.
• Ensure compliance with Coastal1's Bank Secrecy Act/Anti-Money Laundering Policy and related procedures, Member Identification Program, and the Office of Foreign Assets Control screening and record keeping requirements.
• Assist in daily eCommerce batch processing.
• Provide after-hours support ("on-call") as needed for all eCommerce applications.
• Perform other duties as required.

Benefits

• Coastal1 offers competitive pay and great benefits including medical, dental and vision for you and your dependents.
• In addition, we offer paid time off to promote work/life balance, on-site fitness center, 401(k) with a company match, employee homebuyer assistance, plus much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED