E-Branch Representative I

General Job Description

The E-Branch Representative I provides accurate, efficient, and professional service to members through telephone and digital channels. This role assists members with account inquiries, transactions, account maintenance, and service requests while identifying opportunities to connect members with appropriate Credit Union products and services.

The E-Branch Representative I is responsible for delivering consistent service while meeting established expectations for productivity, quality, accuracy, referrals, and compliance. The position requires strong attention to detail, effective communication, and the ability to resolve member needs within established procedures and authority levels.

Essential Duties & Responsibilities

• Handle inbound member calls and digital requests while meeting established productivity, quality, accuracy, and service expectations.
• Assist members with account inquiries, balances, payments, transfers, transaction history, loan information, and other account servicing needs.
• Process account maintenance, Card Services requests, stop payments, account corrections, direct deposits, automatic transfers, and other authorized transactions.
• Research and resolve member questions and service concerns accurately and efficiently.
• Recognize situations outside established authority and escalate complex or higher-risk matters appropriately.
• Maintain accurate and complete documentation of member interactions, transactions, referrals, and account activity.
• Identify member needs through effective questioning and recommend appropriate Credit Union products and services.
• Consistently meet established referral, production, quality, and productivity expectations.
• Maintain working knowledge of products, services, systems, policies, procedures, and applicable regulatory requirements.
• Follow established authentication, security, fraud-prevention, confidentiality, and compliance procedures.
• Complete required documentation and operational processes accurately and within established standards.
• Perform other related duties as assigned.

Essential Qualifications

• High school diploma or equivalent.
• Strong verbal communication and active-listening skills.
• Strong attention to detail and accuracy.
• Ability to navigate multiple systems and applications simultaneously.
• Ability to research information, solve routine problems, and make decisions within established guidelines.
• Ability to work effectively in a high-volume, performance-driven service environment.
• Ability to identify members’ needs and appropriately recommend products and services.

Preferred Qualifications

• Previous experience in customer service, a contact center, banking, credit union, or financial services environment.
• Experience working in a metrics- or performance-based service environment.
• Bilingual English/Spanish skills.

What Success Looks Like

• Member requests are handled accurately, efficiently, and professionally.
• Productivity, quality, and service expectations are consistently achieved.
• Transactions and account maintenance are completed accurately with appropriate documentation.
• Member needs are identified and appropriate products and services are recommended.
• Issues are resolved at the appropriate level and escalated when necessary.
• Required processes, controls, and compliance standards are consistently followed.

Physical/Mental Requirements

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, use hands, reach with hands and arms, and communicate verbally. Ability to lift up to 10 pounds.

Mental demands include attention to detail, reasoning, written and verbal communication, and the ability to manage multiple concurrent tasks.