Sr eCommerce Spec

Note:
All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits

HOURS FOR POSITION :
Monday
- Friday
-8:30am-5:00pm

Hiring Range -$35.29-$44.11

Summary of Position

The Senior eCommerce Support Specialist is a lead position that supports the Manager, Member Service Center in effectively directing, prioritizing, overseeing, and coordinating the daily work activities of the eCommerce team. The Senior eCommerce Support Specialist is responsible for managing key software vendor relationships, in conjunction with the Manager, Member Service Center, for electronic products and services.

The incumbent oversees the cross-selling efforts among the eCommerce team including coaching staff on cross-selling all types of share and loan products and services through the eCommerce channel in compliance with state and federal regulations and Tower policies and procedures

The Senior eCommerce Support Specialist assists with the research, development, execution and maintenance of electronic products and services, as well as, acts in a lead role to include handling member/employee complaints, questions or problems.

Principal Accountabilities and Functions

Coordinates, prioritizes, and oversees, in conjunction with the Manager, Member Service Center, the daily workflow of the eCommerce unit, responding to member inquiries through or related to the electronic channel. Oversees timely and effective service to members by eCommerce Support Specialists surrounding member assistance with electronic services and web site applications to include operational and technical support. Provides accurate, timely written communication in response to member’s emails regarding Tower’s website, Home Banking, Bill Payment, mobile banking, mobile deposit, funds transfer, online and mobile debit rewards and other electronic products and services.

Acts in a lead role to include handling member/employee complaints, questions or problems. Analyzes member inquiries and summarizes findings to proactively communicate or report any technology issues to Manager, Member Service Center and third party vendors to help minimize impact to additional members. Prepares statistical summaries, special reports and queries to include the gathering, summarizing, reporting of pertinent information as needed.

Proactively communicates with and assists branch staff and Member Service center staff to provide electronic product and service expertise. Assist with demos, capturing screenshots, or troubleshoot questions or issues related to online and mobile products and services.

Serves as the lead eCommerce resource for identifying and resolving more complex operational and member issues related to Tower’s electronic products and services. Services, tests, and maintains electronic service applications to ensure accuracy, security and appropriate resolution of member and operational problems through research and communications with third party vendors. Acts as liaison between members, Information Systems, our website provider, bill payment processor and any other vendor dealing with Tower’s online and mobile products and services to provide members with timely and effective service.

Proactively monitor mobile app store reviews by Tower members and research any less favorable reviews to understand potential technological issues to assist members.

Manages, monitors, updates, tracks and provides documentation of incident tickets to Digital Banking Vendor regarding member or branch issues with electronic products and services. Evaluate and summarize critical details regarding member experiences to third party vendor and assist with troubleshooting. Monitor progress of tickets with vendor and use judgment to determine severity of issue as well as broader member impact. Keeps the Manager, Member Service Center abreast of all progress of incident tickets.

Acts as primary contact for all potential, new and existing members by cross-selling and explaining credit union products and services to effectively meet their needs and the goals of the credit union. Interviews members to assess financial needs and recommends appropriate…