eSupport Associate (FULL-TIME HYBRID)

Our Contact Center, based in Rocklin, California, is looking for engaged and independent professionals to help our members achieve their financial goals. As an Online Banking (eSupport) Associate, you will be part of a dynamic team and work in a fast-paced environment where you support our members via email and assist with a variety of banking needs, including account inquiries, loan support, and cross-selling credit union products and services.

Here's what you can expect from the job and what you need to be successful:

Job Duties

• Answer member emails received through secure message channel or live chat and perform financial transactions, including

• Fulfilling servicing requests
• Discovering opportunities to cross-sell
• Supporting digital questions around mobile and on-line banking
• Act as the intermediary between back office/support teams and the member to ensure their needs are met and resolved, this could include addressing multiple requests in a single email
• Maintain up to date knowledge of all credit union products and services
• Partner with internal and external customers to troubleshoot and resolve complex inquiries
• Actively practice and engage in change management on a daily basis
• Meet and exceed quarterly sales objectives and email efficiency metrics
• Adhere to attendance requirements and operational guidelines to ensure a positive team and member experience
• Proactively engage appropriate team member(s) or leaders for issue resolution and ongoing training support
• Provide first contact resolution and build lasting member relationships through exceptional service

Essential Skills

• Minimum 1 year of previous experience in a high volume, energetic service and sales environment required; previous experience in a contact center preferred
• Aptitude for learning a variety of computer systems and using technology to solve complex issues
• Exceptional time management and organizational skills in a structured work environment
• Strong written and verbal communication skills with a focus on empathy and professionalism
• Ability to deescalate calls and think critically to address each member’s unique needs
• Intermediate level experience with Microsoft Office suite, including Word, Outlook, and Excel required
• Proficiency in basic mathematics, ten-key, and calculator
• Fluency in Spanish a plus - reading, speaking, and writing

Location: Rocklin Corporate Location, Rocklin, CA 95765 (HYBRID)

Schedule: eSupport is open 7 days a week and have various shifts available to support work/life balance | Monday - Friday: 6AM - 6PM | Saturdays & Sundays: 7:30AM - 4PM

Target Compensation: $21.15 to $24.52 per hour + annual bonus

Benefits options include:

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

First Tech is not currently offering Visa sponsorship or transfer for this position

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