RMA Online Support Specialist

Job Description and Requirements

The RMA Online Support Specialist will provide exceptional online service to members, non-members, branches and internal departments through multiple communication channels. Analyze, establish and update new online member relationships with appropriate documentation and in accordance with policies, procedures, regulatory laws with supervision. To enhance member experience, the Specialist will identify member needs and conduct all duties in a manner intended to enhance the brand and contribute to the safeguarding and growth of the Credit Union.

The RMA Online Support Specialist will have the ability to work from home after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center (main campus): 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. Applicants who work from home must reside within the State of Texas and have the capability of performing all of the work from their home in Texas.

To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.

• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).

• Must be able to provide a workspace at home that is safe, suitable for work, and within a distraction free environment.

Essential Functions and Responsibilities:

• Assist and participate in cultivating and driving an environment of exceptional member experience by meeting or exceeding department goals and objectives through key performance indicators and core values.

• Review statuses of Online applications to determine if further action or follow up is required. 

• Provide timely correspondence to Online applicants by phone, e-mail, chat and text.

• Maintain quality control of all Online account establishments and supporting documents by analyzing and reviewing designated reports.

• Identify, safe guard and address member and credit union interests by practicing advanced fraud detection techniques.

• Maintain and practice all training and development of products, services and solutions to ensure expected knowledge.

• Create a seamless member interaction and orchestrate multiple software applications such as New Member Solution Console, Employee Console, Onbase, DNA, Loans PQ, FIS, DNA Publisher, Workday, Avaya, DSI Avaya Marquee, Calabrio, Rightfax, DocuSign, Obweb scanner, Verafin, Lexis Nexus, Digital Verification and TLO.

• Maintain an in-depth working knowledge of current RBFCU Member Handbook, applicable policy and procedure and topical understanding for all credit union areas. 

Requirements:

• High School Diploma or GED

• One year of financial institution experience and/or one year of customer service experience required.

• Must be able to work a flexible Monday-Saturday schedule.  

• Must have good organizational, communication, and interpersonal skills, along with the ability to multi task and manage time effectively with a close attention to detail.

• Accept ownership and adapt to needs of department. Self-initiate and apply logic to problem solve with few concrete variables. 

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form.

• Ability to deal with problems involving several concrete variables in standardized situations.

• Attendance and promptness is pertinent.

• General knowledge of Microsoft applications. 

Preferred:

• Spanish speaker

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.