Looking for candidates with flexibility to work between 7am-7pm and every other Saturday 8am-12pm.
Summary:
Under the direction of the Member Solutions Center Manager, serves as a liaison between the Credit Union and its current and potential members by providing account-related services in a fast-paced Contact Center environment. Performs a variety of member service duties via phone and email to ensure the ongoing effectiveness of member service in conformance with established Credit Union policies and procedures.
Primary Responsibilities:
Accepts ownership for effectively solving member inquiries, issues, and complaints; keeping member satisfaction at the core of every decision and behavior. Responsible for building positive relationships with Credit Union members to understand member needs and recommend appropriate products and services to fulfill those needs. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to the members served by the Credit Union.
Essential Functions:
- Manage high volume of inbound and outbound calls navigating multiple computer applications while interacting with the member in a timely manner.
- Identify members’ needs, clarify information, research every issue and provide solutions and/or alternatives while projecting enthusiasm, courteousness, and confidence.
- Provide account information to Consumer or Business members to respond to questions and resolve any problems or issues. Account information provided includes balances, transactional information, fees, payoffs, account product details, interest rates and other general information.
- Fulfill member requests for account maintenance activities on deposit and installment loans/line accounts including funds transfers, processing loan payments, placing stop payments and account restrictions, performing ATM/Debit Card file maintenance and completing address changes and various account maintenance forms and transaction disputes, in a timely and accurate manner.
- Diagnose and solve digital banking issues for internal and external members including online banking, mobile banking, mobile deposit, online bill pay and mobile wallet.
- Performs loan interviews and processes consumer loan and credit card applications.
- Research member complaints or problems related to their accounts or services and resolve them in a timely and accurate manner or escalate to management as appropriate to meet member needs.
- Maintains effective knowledge of all products and services in order to seize opportunities to upsell products/services when they arise to meet member needs and expand their overall relationship
- Meet or exceed individual and team qualitative and quantitative goals.
- Attend/complete ongoing training to improve knowledge and performance level.
- Understand and adhere to risk and regulatory standards, policies and controls. Identify risk-related issues needing escalation to management.
- Ensure the security and confidentiality of all account and related information and for ensuring that completed work is in compliance with all applicable laws and regulations.
Other Functions:
- Works a rotating Saturday schedule.
- Performs related duties as may be assigned or requested.
The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and required.
Supervisory Scope:
None
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the non-essential functions. Strong verbal communication skills, impeccable attention to detail, strong organizational skills and the ability to handle confidential and sensitive information are required. Must show ability to perform detailed functions quickly and accurately with customer focus and adaptability to different personality types with high energy; proven ability to effectively multi-task in a fast paced environment. Ability to speak, read and write Spanish or Portuguese is a plus.
Education and/or Experience
High School diploma or equivalent plus specialized coursework in retail services. One year previous loan, banking, or financial services experience in a customer support role is preferred. Ability to utilize various types of office equipment, including computer terminal and navigating multiple computer applications.