eService Specialist

JOB SUMMARY

The eService Specialist is responsible for delivering high-quality operational and service support to members through University Credit Union’s digital and remote service channels. This role focuses on resolving account-related inquiries, supporting digital banking tools, maintaining operational accuracy, and ensuring a seamless member experience.

Serving as a trusted virtual support resource, the eService Specialist handles complex service requests, researches and resolves account issues, provides digital guidance, and supports frontline and virtual teams with back-office and escalation support. Through efficiency, attention to detail, and member-first service, the eService Specialist ensures each interaction reflects UCU’s service standards, compliance requirements, and commitment to member success.

LOCATION

We are passionate about attracting great talent to our team, so this position will be a hybrid arrangement with travel expectations to designated university partners and CU locations.

ABOUT UNIVERSITY CREDIT UNION

University Credit Union (UCU) is a purpose-driven financial cooperative dedicated to providing everyone in the university community a financial advantage.

UCU was founded in 1951, on-campus, by a group of UCLA employees. Over 70 years later, we continue to exclusively serve the university community and have expanded our reach beyond UCLA. We continue to align ourselves with universities and have expanded our reach to numerous universities across California, the West Coast Conference, and the Big West Conference.

UCU’s focus has been diversifying and building a foundation for future growth. By partnering with the university community, we can provide products and services tailored to their unique needs. To best serve our member-owners, UCU delivers on our purpose, to give every member in the university community a financial advantage, by following our three key differentiators:

o We were founded by the University Community for the University Community

o We provide conflict-free unbiased financial advice from certified professional coaches.

o the top 1% lowest nationwide of all federally insured financial institutions.

KEY DUTIES AND RESPONSIBILITIES

eService Specialist

1. Member Service & Digital Support

· 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.

2. Operational & Account Support

· 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 escalate appropriately.

3. Compliance, Documentation & Risk Awareness

· 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.

4. Collaboration & Continuous Improvement

· Collaborate with Conatct Center, MemberCare, 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.