Service Officer

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The Service Officer is responsible for delivering an exceptional experience to members who seek help or direction via in‑person, phone, or electronic channels. The Service Officer must be extremely empathetic to member concerns while supremely confident in their ability to guide the member to solutions that accomplish both the member and credit union goals. The successful Service Officer enjoys interacting with members regarding a broad range of financial situations, has excellent listening and communication skills, is adept at delivering engaging service and providing prompt problem resolution while also uncovering opportunities to build and strengthen the member’s relationship.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Promotes the credit union’s Service Commitment and exemplifies internal service standards; we care, we serve, we teach, and we learn.
• Proactively educates and empowers members to utilize beneficial products and services; specifically self‑service technology:
  Digital Banking, Bill Payment, Remote Deposit, debit and credit cards, eStatements, ATMs and digital alerts.
• Supports all areas of the credit union by providing expert level service to members after products or services have been added to accounts.
• Investigates and resolves a wide range of member issues and requests and supports other departments in a manner that results in an exceptional experience for the members.
• Acts as the voice of the member by recognizing when processes or products are not Fast, Easy, and Fun, and by notifying the appropriate teams to ensure these processes are changed.
• Communicates with members via a variety of methods: face‑to‑face, phone, email, text, secured messaging, and live chat while adhering to the credit union’s Service Commitment.
• Processes a variety of financial transactions for members including the opening and closing of specialty accounts, issuing checks, transferring funds, processing VISA cash advances, initiating wire transfers, instant issuance of debit cards, and maintaining member accounts.
• Responds to member inquiries regarding the operation of accounts and access to services. Resolves account discrepancies, balances and reconciles accounts, adds or reduces service features on various accounts, and assists members to make the most effective usage of service offerings.
• Works through complex debit and credit card issues to successful resolution as determined by the member.
• Assists members in accessing all digital services and asks probing questions to ensure the member is utilizing the features that best meet their needs.
• Provides support to our frontline sales team and branches in assisting members with complex debit, credit, account, and digital issues that are outside of their scope of knowledge to ensure the member has the most optimal experience and their issue is resolved.
• Reviews and works various daily, weekly, and monthly reports.
• Educates members about beneficial products and services to support moving all members to our most valuable member segments.
• Maintains confidentiality and privacy of member data and financial information.
• Complies with all applicable laws, regulations, policies and procedures; adheres to all security procedures and regulatory guidelines.
• Must be able to work Saturday and Sunday hours as required.
• Oversees daily credit union business including record retention, cash management, inventory, daily reconciliations, and office security.
• Operates cash transaction drawer and resolves all balancing discrepancies.
• Represents DECU with a professional image; maintains a favorable office environment that reflects a secure financial institution.
• Provides Notary services to members.

• Credit Union’s products and services
• Credit Union policies and procedures pertaining to member experience and…