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E-Channel Support Desk Representative in Huntington Beach, CA at Nuvision Credit Union

Date Posted: 4/14/2018

Job Snapshot

Job Description

Pay Range: $16.84- $21.05/hourly

The E-Channel Support Desk Representative is responsible for answering incoming telephone calls and live chat including emails in a prompt and efficient manner. Responds to team member and member inquiries, researches and resolves issues, and performs a variety of services for members. Responsible for achieving required referral and service level goals and standards.                           


  • Chat – Assist members via the Live Chat and Home Banking chat channels.
  • Assist members and nonmembers through the website chat channel.
  • Meet SLA for the Chat channel as set and outlined in assigned goals.
  • Centralized Help Desk – Assist staff with inquiries, problem resolution and other requests via telephone on all products, services and issues that arise.
  • Debit and Via Tran blocker requests and troubleshooting card related problems, bill pay and home banking, mobile, and other services as needed.
  • Log all issues as a ticket using an SR system.
  • Accountable for the full cycle of each ticket including research.
  • Works in collaboration with other internal departments to resolve issues relating to loans, mortgages.
  • Responsible for opening new accounts submitted online and any necessary follow up with staff, members and nonmembers on new account requests submitted via XA (Meridian Link).
  • Refer online loan applications to the appropriate group (LSC or Mortgage Representative.
  • Reports – Support team in generating monthly reports for E-Channel and Call Center statistics. Complete reports generated by LSI activities.
  • Supports and participates in continuous improvement activities.

Job Requirements


  • One year credit union or relating banking experience including Bill Pay experience pertaining to research and adjustments.
  • Comprehensive knowledge of products and services.
  • Excellent computer skills.
  • Previous Customer Service experience.
  • Must have excellent listening and writing skills.
  • Position requires the ability to interface with people in a positive manner.
  • Must be able to communicate effectively with members, management and team members verbally and to include emails.
  • Ability to adapt to technical changes for the website, Home Banking and Bill Pay.
  • High School Diploma or GED required.