EServices Specialist

Position Summary

The eServices Specialist position is responsible for providing a positive member experience, primarily through written communication, that leads to increased product service and utilization. The eServices Specialist position will introduce and recommend new products and services while simultaneously processing member account transactions over Live Chat, Message Center, and phone. This position is responsible for reviewing and elevating the overall financial wellbeing of the membership by optimizing the most appropriate solutions.

This position requires the ability to work varied hours between 7:00 a.m. and 7:15 p.m. Monday‑Friday and 8:45 a.m. and 5:00 p.m. on rotating Saturdays and various holidays.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

This position is a hybrid role with a combination of working both onsite at the Headquarters 2 building in East Lansing and remotely. A schedule of expected onsite days (one day per week) and remote workdays will be discussed during the interview process.

• Starting at $18/hour dependent on experience
• 100% Company‑Paid Health, Dental, Vision, Life, and Long‑Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

• Assists members in a thorough, friendly and professional manner across the various department communication channels
• Answers account questions and processes member financial transactions through Live Chat, Message Center, and phone, completing requests with friendliness, professionalism, accuracy and a sense of urgency
• Process new account applications with support from others
• Provides financial education to current and prospective members on the features and benefits of Credit Union products, services, and digital platforms
• Identifies member needs and cross sells additional products and services to enhance the member experience and financial well‑being
• Communicates digital product and service updates, changes, and promotions to members through various channels, ensuring clear and concise messaging
• Troubleshoots issues with members and guides them through the process of using digital products and services
• Participates in Credit Union and department initiatives and promotions and achieves identified productivity, availability and sales goals
• Meets or exceeds cross‑selling goals by effectively presenting and explaining the benefits of various financial products to members
• Follows‑up with members to ensure satisfaction, address concerns, and promote additional products and services to meet marketing and sales campaign goals and strengthen relationships
• Contacts members by phone when necessary to clarify details or securely verify details of member requests
• Handles escalated member interactions by taking the appropriate action to resolve concerns
• Demonstrate adaptability and a positivity when faced with complex situations
• Analyze, research, and resolve member issues
• Manage time efficiently and take initiative within the department; seek opportunities to develop or enhance knowledge
• Builds and maintains relationships with members by understanding their financial goals and recommending appropriate products and services to meet those goals
• Records detailed notes to document member interactions, complex situations, transactions, and product offerings
• Maintains the highest level of account and identity safety to mitigate fraud/risk to the member and the Credit Union
• Ensures compliance with Credit Union regulations and security protocols when assisting members with digital transactions
• Follows established procedures to properly verify…