POSITION PURPOSE
Provide excellent member service by effectively and accurately resolving issues, providing information on member accounts and/or credit union products and services through phone channels. Consistently demonstrate and utilize excellent verbal and written communication skills in a fast-paced contact center environment, with a priority on excellent member service. Maintain a high degree of accuracy when performing maintenance on member accounts in accordance with credit union policies and procedures.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Consistently provide excellent member service within a multi-channel environment. Answer both general and specific service-related information concerning credit union products and services. Handle member issues and complaints, collaborating on solutions with contact center supervisor or team lead when appropriate.
Handle various transaction requests from members including but not limited to, shares to loan payments, share withdrawals, check orders, share certificates, line of credit advances, payroll deduction, direct deposit, credit card and ATM cards.
Assist members with online and mobile banking related inquiries including online banking access, password reset, digital channel troubleshooting and bill payment inquires.
Ensure fraud prevention processes are followed without exception, with an understanding of when to escalate member issues for various fraud processes (release/deny check holds, mobile deposit approve/deny, excessive transfer requests, etc.)
Stay up to date with comprehensive knowledge on all relevant credit union products and services.
Comply with current credit union and contact center policies and procedures, and all regulatory compliance guidelines.
Meet or exceed departmental goals and objectives, including service and availability requirements.
Other related duties as assigned.
EDUCATION REQUIRED: High school diploma or GED required.
EXPERIENCE REQUIRED: 2+ years banking experience and/or contact center experience required.
SKILLS/ABILITIES
Must be able to operate a soft phone and headset system
PC Proficiency in Desktop and Smartphone devices as well as MS Office Suite software Excellent verbal and written communication skills
Critical thinking/problem solving ability
Strong attention to detail and organization
Ability to de-escalate member concerns professionally
Ability to work independently and as a team player
Benefits
- 401k
- Health Care Benefits
For more information, contact Taylor at [email protected].