Empeople Credit Union · 1 month ago
Service Officer
US-IL-Moline
Full-time
Hybrid
Entry Level
$44K/yr - $66K/yr
2+ years expEmpeople Credit Union is a member-focused financial institution seeking a Service Officer to deliver exceptional service to its members. The Service Officer will assist members through various channels, resolve issues, and promote the credit union's products and services while maintaining a high standard of member experience.
BankingCredit CardsFinancial ServicesInsuranceRetirement
Responsibilities
Delivering an exceptional experience to members who seek help or direction via in-person, phone, or electronic channels
Being extremely empathetic to member concerns while guiding the member to solutions that accomplish both the member and credit union goals
Interacting with members regarding a broad range of financial situations
Providing exceptional member service in keeping with the credit union Service Commitment
Communicating effectively with members and processing requests timely and accurately
Working through complex member issues with patience, empathy, and confidence
Using positive language and demonstrating appropriate tone based on interaction
Relating to members on a human level
Promoting the credit union’s Service Commitment and exemplifying internal service standards; we care, we serve, we teach, and we learn
Proactively educating and empowering members to utilize beneficial products and services
Supporting all areas of the credit union by providing expert level service to members after products or services have been added to accounts
Investigating and resolving a wide range of member issues and requests and supporting other departments in a manner that results in an exceptional experience for the members
Acting as the voice of the member by recognizing when processes or products are not Fast, Easy, and Fun, and notifying the appropriate teams to ensure these processes are changed
Communicating with members via a variety of methods to include face to face, phone, email, text, secured messaging, and live chat while adhering to the credit union’s Service Commitment
Processing 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
Responding to member inquiries regarding the operation of accounts and access to services
Resolving 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
Working through complex debit and credit card issues to successful resolution as determined by the member
Assisting members in accessing all digital services and asking probing questions to ensure the member is utilizing the features that best meet their needs
Providing support to our frontline sales team and branches in assisting members with complex debit, credit, account, and digital issues
Reviewing and working various daily, weekly, and monthly reports
Educating members about beneficial products and services to support moving all members to our most valuable member segments
Operating personal computer to accurately post transactions, access account information, balance transactions, and generally update member account transactions and information
Maintaining confidentiality and privacy of member data and financial information
Complying with all applicable laws, regulations, policies and procedures
Adhering to all security procedures and regulatory guidelines
Responsible for daily credit union business including record retention, cash management, inventory, daily reconciliations, and office security
Ensuring all required paperwork and documentation are accurately completed, adhering to the Credit Union’s policies and procedures
Operating cash transaction drawer and investigating and resolving all balancing offages and discrepancies
Representing DECU with a professional image and ensuring that the office image is favorable
Providing Notary services to members
Qualification
Required
High School diploma or GED
Two years of related customer service experience
Bondable
Acceptable Credit History
Notary Public
Strong organizational, accuracy and detail orientation skills
Communication Skills
Mathematical Skills
Reasoning and Problem Solving Ability
Emotional Intelligence
Positive Attitude
Accountability
Digital Dexterity
Knowledge of Credit Union's products and services
Knowledge of Credit Union policies and procedures pertaining to member experience and service
Ability to operate a PC using Windows, Outlook, Word, and Excel
Ability to operate the Credit Union's financial software (Symitar)
Ability to operate in a multitude of online and software systems to serve the members
Ability to learn the differences in products and services offered by other financial institutions
Ability to provide exceptional member service in keeping with the credit union Service Commitment
Ability to communicate effectively with members and process requests timely and accurately
Ability to work through complex member issues with patience, empathy, and confidence
Ability to use positive language and demonstrate appropriate tone based on interaction
Ability to relate to members on a human level
Company
Empeople Credit Union
Empeople Credit Union offers banking, accounts, loans, credit cards, investment, retirement and insurance services.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-05-09Acquired
Leadership Team
Abigail Taets
Learning & Development Business Partner
Charla Wood
Sr. Learning & Development Business Partner
Recent News
2025-05-29
Yahoo Finance
2024-04-08
2024-04-08
Company data provided by crunchbase