EService Specialist

Job Details:

Location:

Remote, CA – Salary: $23.16 – $28.95 hourly.

The eService Specialist delivers high‑quality operational and service support to members through University Credit Union’s digital and remote service channels. The role focuses on resolving account‑related inquiries, supporting digital banking tools, maintaining operational accuracy, and ensuring a seamless member experience while meeting compliance and risk standards.

• Resolve member inquiries related to accounts, transactions, digital banking, and self‑service tools through phone, secure messaging, email, and video channels.
• Perform account maintenance, research, and troubleshooting accurately and efficiently.
• Provide guidance on digital banking features, enrollment, navigation, and issue resolution.
• Ensure a positive, professional, and empathetic member experience in every interaction.

• Process service requests including account changes, documentation, and transactional corrections following UCU policies and procedures.
• Investigate and resolve member issues by researching account history, systems, and automated workflows.
• Serve as a point of escalation support for frontline digital and branch teams when additional research or resolution is required.
• Identify trends, recurring issues, or system gaps and escalated appropriately.

• Ensure all transactions and interactions adhere to regulatory requirements including BSA, AML, OFAC, Truth in Savings, and Truth in Lending.
• Accurately document service activities, resolutions, and member communications in accordance with UCU standards.
• Maintain strict confidentiality and exercise sound judgment when handling sensitive member information.

• Collaborate with Contact Center, Member Care, Lending, Operations, and Technology teams to ensure seamless service delivery.
• Provide feedback and recommendations to improve processes, digital tools, and member experience.
• Participate in ongoing training, system updates, and service calibration sessions.
• Model UCU values, service excellence, and a member‑first mindset.

• High school graduate or equivalent;
  Associate’s degree or higher preferred.
• National Mortgage Licensing System (NMLS) required within 30 days of active employment.
• Minimum of 1 year of progressive experience in financial services or member service; coaching or lead experience preferred.
• Working knowledge of ACH, direct deposit, Truth in Savings, Truth in Lending, IRA, Consumer Lending, Real Estate Lending, member service and teller functions, BSA, AML, OFAC, and other relevant regulations.
• Planning, organizing, directing, and controlling; ability to supervise and train others; well organized; excellent communication skills; consultative sales and service skills; good math skills; solid public relations abilities; intermediate Microsoft Office Suite (Outlook, PowerPoint, Excel, Word).

• Competitive compensation.
• Work from anywhere options for select positions.
• Full 401(k) match up to 6% plus potential annual profit share up to 4%.
• Quarterly Gain Share awards, subject to meeting certain organization goals, with a payout up to 10% of earnings.
• Employee loan discounts.
• Generous paid vacation, accrual of paid sick time, and additional discretionary floating and cultural holidays.
• 12 paid holidays.
• Personal growth development plans tailored to each member of Team UCU.
• Choice of medical, dental, and vision plans, including some options that are 100% paid for by the Credit Union.
• Complementary Basic Life and Accidental Death and Dismemberment Insurance.
• Complementary long‑term and short‑term disability insurance and Employee Assistance Program.

UCU is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. UCU’s commitment to diversity, equity, and inclusion ensures a workforce that embraces diverse ideas, backgrounds, and perspectives, building trust and understanding with each member‑owner.