The role of the eService Solutions Specialist delivers performance excellence while undertaking a wide range of support and servicing activities for all electronic and digital service channels offered by Lake Trust. This role provides product and service functionality information, troubleshooting support, and research towards problem resolution. This includes working with vendors and internal departments towards the enhancement of all digital services, reviewing and improving processes, supporting product implementation and roll out, navigating technology updates, determining operational procedures for other departments and members, as well as daily function support for all impacted departments members. This position is primarily at the Brighton Headquarters, with the potential of making occasional site visits to other locations as necessary.

What You’ll Do

• Serve as a liaison between Onstage/ representatives and members by providing helpful information, explaining features, recommending solutions, answering questions, provide problem resolutions and responding to concerns about our digital applications.
• Identify opportunities for enhancement within the digital platform suite, based on technology upgrades, industry trends, and member demand
• Define procedural objectives. Develop, review, and maintain process and procedure documentation for all digital channel functions necessary for learning and training deployment. Follow and train vendor’s operating procedures as applicable.
• Build and maintain effective and collaborative relationships with a diverse range of staff, technical and non-technical
• Act as a Subject Matter Expert for the digital products in which the department supports.
• Manage and strengthen vendor relationships, seeking feedback and support as necessary
• Assist with technical escalations within the eService Solutions team
• Diagnose technical issues and assist with repair requests, including soliciting other departments and vendors necessary to find resolution
• Ensure digital system requirements/enhancements are tested thoroughly and functioning as intended prior to organizational roll out.
• Demonstrate a Strategic mindset, understanding how eService Solutions impacts the members and the departments in which we serve Identify opportunities to provide guidance, seek feedback, and mentor peers.
• Ensure all assigned responsibilities are completed in accordance with established cutoff times and defined Service Level Objectives
• Demonstrate the ability to listen and assess a problem and identify opportunities for improvement
• Display Emotional Intelligence with all internal and external team members

• Bachelor's Degree or equivalent experience
• 1-2 years previous financial institution experience, support or operational experience required.
• 2 years customer service experience preferred
• Possesses strong problem-solving and reasoning skills
• Ability to go above and beyond to provide the best possible service experience to internal
• departments and credit union members
• Ability to adapt quickly in a fast-paced environment, shifting priorities and demands as needed
• Strong written and oral communication skills
• Strong interpersonal skills
• Ability to interact effectively across vendors, internal department, and members who support the
• credit union’s digital systems
• Ability to work within a team environment to solicit feedback, creativity, and collaboration
• Ability to learn, understand, and apply new technologies
• Ability to handle multiple tasks and perform under pressure

• Working with an energetic team focused on making our members wildly successfully
• An opportunity to work with others that have your back every step of the way
• Opportunities to make a different both inside and outside of our walls
• Being treated like you are more than the work you do