EService Solutions Specialist

Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us

• Financial wellbeing services
• 401(K) matching with up to 5% match
• Reduced health insurance
• Employee wellbeing services
• DE&I initiatives
• Work-life balance

The role of the eService Solutions Specialist III delivers performance excellence while undertaking a wide range of support and servicing activities for all electronic and digital service channels offered by Lake Trust. This role provides leadership and oversight of products and services, working closely with the eService Solutions team members to offer support for incidents and escalations, as well as system and technology challenges.

This includes working with vendors and internal departments towards the enhancement of all digital services, training and mentoring team members, reviewing and improving processes, supporting product implementation and roll out, navigating technology updates, determining operational procedures for other departments and members, as well as daily function support for all impacted departments members.

This position is primarily at the Brighton Headquarters, with the potential to make occasional site visits to other locations as necessary.

• Serve as a liaison between Onstage representatives and members by providing helpful information, explaining features, recommending solutions, answering questions, provide problem resolutions and responding to concerns about our digital applications.
• Define procedural objectives for our digital solutions, collaborating with Training and other internal departments to design and implement effective learning activities and resources specifically related to encourage the use, improvement, and effectiveness of organizational knowledge management.
• Performs work under minimal supervision, handles complex issues and problems, and only refers most complex issues to higher-level staff.
• Make independent and objective decisions regarding member impacted accounts.
• Develop and execute UAT test plans across all digital platforms, including documentation, tracking issues management, and status reporting. (Representation, not just knowledge sharing)
• Ensure compliance of processes surrounding digital products and services. Offer support and response for all examinations and audits, as required.
• Serve as a Subject Matter Expert for the digital products in which the department supports.
• Act as Tier Two support and liaison between tier one support (onstage) and tier three support (vendor or internal LT department). Supplying timely and detailed information as well as testing.
• Provide on-call support after-hours, on weekends and/or holidays, as required or scheduled. (Level III Only)

• Knowledge typically acquired through the completion of a Bachelors' Degree or an equivalent combination of education and experience.
• 1+ years previous financial institution experience, support or operational experience required.
• 2+ years customer service experience preferred.

• Knowledge typically acquired through the completion of a Bachelors' Degree or an equivalent combination of education and experience.
• 3+ years previous financial institution experience, support or operational experience required.
• 2+ years customer service experience preferred

• Bachelor's Degree preferred, or equivalent education and experience.
• Knowledge of back-end financial services operations.
• 3+ years previous financial institution experience, support or operational experience required.
• 3+ years customer service experience preferred.

• Ability to collaborate and build a sense of togetherness that contributes to a positive work environment.
• Being open to change and embracing new opportunities can lead to diverse experiences and career advancement.
• By prioritizing member wellbeing, which leads to increased engagement, improved team dynamics, higher levels of motivation and a stronger community culture.