> Markdown version of [/jobs/ext/506838-eservice-specialist](https://www.wearedevelopers.com/jobs/ext/506838-eservice-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # eService Specialist - **Company:** University Credit Union (inc) - **Location:** United States (Remote available) - **Salary:** $48,173.0 - $60,216.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Remote Service Software, Secure Messaging - **Published:** June 7, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b04974b5860d6396 ## About the Role Do you have experience in Research?, Do you have a High school diploma or GED?, High school graduate or equivalent. Associate's degree or higher preferred, specialized banking or credit union education and training. National Mortgage Licensing System (NMLS) is required within 30 days of active employment with UCU. Completion of UCU certification programs post-hire. REQUIRED KNOWLEDGE : Working knowledge of ACH, direct deposit, Truth in Savings, Truth in Lending, IRA, Consumer Lending, Real Estate Lending, business services, member service and teller functions, Bank Secrecy Act, Anti-Money Laundering Act, OFAC, and all other applicable financial institution regulations. EXPERIENCE REQUIRED: Minimum of 1 year of progressive experience in financial services or member service, with demonstrated coaching or lead experience preferred. SKILLS/ABILITIES: Planning, organizing, directing, and controlling. Ability to supervise and train others. Well organized. Excellent communication skills. Demonstrated consultative sales and service skills. Good math skills and attentive to detail. Solid public relations abilities. Able to use PC, 10-key, telephone. Intermediate knowledge of Microsoft Office Suite (Outlook, PowerPoint, Excel, & Word), Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters. ## Description 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., 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., If based remotely, may be required to travel up to 20% of the time to the UCU HQ in Los Angeles, so must be able to travel and move within buildings to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency. Must be able to operate routine office equipment including a computer, telephone, copier, and calculator. Must be able to routinely perform work on a computer for extended periods daily. Must be able to work extended hours whenever required or requested by management. 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