Service Officer

Empeople Credit Union

. Deliver an exceptional experience to members seeking help or direction via in-person, phone, or electronic channels .

Posted 11/2/2026full-timeMoline • Illinois • United StatesJuniorMid-Level💰 $44,166 - $66,198 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering exceptional member service through effective communication and problem resolution. Proficient in operating financial software and managing transactions while ensuring compliance with relevant regulations.

Highest-signal resume keywords

Customer Service ExperienceKnowledge Of Credit Union ProductsFinancial Software ProficiencyNotary Public CertificationRegulatory Compliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial Transaction ProcessingAccount ManagementDigital Banking SupportComplex Issue ResolutionData Privacy Management

Soft Skills

Effective CommunicationPatienceEmpathyOrganizational SkillsAttention To Detail

Tools & Technologies

Symitar Financial SoftwareWindows Operating SystemMicrosoft OutlookMicrosoft WordMicrosoft Excel

Certifications & Qualifications

Notary PublicBondable

Industry Keywords

Credit Union PoliciesBank Secrecy ActRegulation CCUSA Patriot ActCustomer Identification Act

About the role

Key responsibilities & impact

Deliver an exceptional experience to members seeking help or direction via in-person, phone, or electronic channels
Promote the credit union’s Service Commitment and exemplify internal service standards
Educate and empower members to use beneficial products and services, including digital banking, bill payment, remote deposit, cards, eStatements, ATMs, and digital alerts
Support all credit union areas by providing expert service after products or services are added to accounts
Investigate and resolve member issues and requests, supporting other departments
Identify processes or products that are not Fast, Easy, and Fun and notify appropriate teams of needed changes
Communicate with members via face-to-face, phone, email, text, secured messaging, and live chat
Process financial transactions, open and close specialty accounts, issue checks, transfer funds, process VISA cash advances, initiate wire transfers, issue debit cards, and maintain member accounts
Respond to account and service inquiries; resolve discrepancies; balance and reconcile accounts; and adjust service features
Resolve complex debit and credit card issues
Assist members with digital services and identify features that best meet their needs
Support frontline sales teams and branches with complex debit, credit, account, and digital issues
Review daily, weekly, and monthly reports
Educate members about products and services to support movement into valuable member segments
Post transactions, access account information, balance transactions, and update member information
Maintain confidentiality and privacy of member data and financial information
Perform lobby functions including record retention, cash management, inventory, reconciliations, office security, and accurate documentation
Operate cash transaction drawer and investigate balancing differences and discrepancies
Represent DECU professionally and maintain a safe, secure, pleasant office environment
Provide Notary services to members
Comply with applicable laws, regulations, policies, and procedures

Requirements

What you’ll need

High School diploma or GED and two years of related customer service experience
Knowledge of Credit Union’s products and services
Knowledge of Credit Union policies and procedures pertaining to member experience and service
Ability to operate a PC using Windows, Outlook, Word, and Excel
Ability to operate the Credit Union’s financial software, Symitar
Ability to operate multiple online and software systems
Ability to learn differences between products and services offered by other financial institutions and those offered by the credit union
Ability to provide exceptional member service
Ability to communicate effectively with members and process requests timely and accurately
Ability to resolve complex member issues with patience, empathy, and confidence
Ability to use positive language and demonstrate appropriate tone
Bondable
Acceptable Credit History
Notary Public
Strong organizational, accuracy, and detail orientation skills
Must be able to work Saturday and Sunday hours as required
Compliance with applicable laws, regulations, policies, procedures, security procedures, and regulatory guidelines, including Regulation CC, the Bank Secrecy Act, OFAC, USA Patriot Act, and Customer Identification Act (CIP)

Benefits

Comp & perks

Health, Dental & Vision Benefits
Bonus opportunity
401(k) with match and profit sharing
Flexible Time Off