Contact Center Representative

Member Service Representative

Responsible for handling a variety of member service inquiries via phone calls, chats, emails and text messages in a prompt and courteous manner. Resolves member questions and problems regarding account statements, loan payments, automatic transfers, interest rates, investment certificates, online banking, debit/ATM, and credit cards. Complete and maintain related reports and records of calls. Cross-sells Credit Union services and supports all functions within the Call Center.

Major Duties and Responsibilities

Member Information & Support : Responds to member inquiries regarding account balances, payments, interest rates, and available services. Provide general information about Credit Union policies, procedures, and programs. Professionally address member complaints and concerns, ensuring a positive experience and minimizing the time and effort required to resolve issues. Perform Teller functions, such as transferring funds between accounts, processing loan payments and providing transaction history. Ensure all members' needs are addressed in a friendly, efficient, and professional manner.

Issue Resolution & Technical Support: Address and resolve Debit/ATM and Credit Card issues, as well as online banking problems. Assist members with troubleshooting and resolving issues related to account access, password reset, transactions, and online services. Assist members with online banking setup, e-statement enrollment, and navigating the digital banking environment.

Account Management & Maintenance: Perform account maintenance functions, such as loan payments, automatic transfers, stop payments and disputes. Process and complete travel notifications and assist members with debit card reorders or closures. Resolve documentation discrepancies and perform research to ensure accurate account records.

Loan Assistance & Cross-Selling: Enter EZ Loan applications and identify and promote additional loan products to members. Provide information about various loan options, interest rates, and savings programs to help members make informed financial decisions. Proactively identify and cross-sell additional products and services that would benefit members, such as online banking, bill pay services, Zelle, direct deposits and loans.

Call Center Clerical Support & Reporting: Assist other departments with clerical duties as needed, including verifying accounts, mailing correspondence, and maintaining secure and organized work areas. Monitor and manage the Contact Center call queue to ensure prompt response times and accurate call handling. Complete required reports and documentation, providing timely updates to managers about any ongoing concerns or operational challenges.

Communication & Participation: Keeps management informed of area activities and any significant problems. Attends and actively participates in meetings, as needed.

Compliance: Adheres to all organizational policies and procedures, ensuring regulatory and legal compliance across all operations.

As Assigned: Completes all projects, as assigned, accurately and in a timely manner.

Knowledge and Skills:

Experience: Relevant experience in the financial services industry is preferred.

Education, Certifications, Licenses: High school graduate or equivalent.

Interpersonal Skills: Active Listening: Attentive and responsive to the ideas and concerns of others, demonstrating understanding and respect.

Communication: Excellent verbal and written communication skills for conveying information clearly and persuasively to diverse audiences.

Conflict Resolution: Skilled in de-escalating situations, handling complaints gracefully, and turning negative customer experiences into positive outcomes.

Emotional Intelligence: High level of self-awareness, empathy, and the ability to understand and manage one's own emotions and those of others.

Ethical Integrity: Strong dedication to ethical principles in all decision-making and professional interactions, with a focus on transparency, fairness, and respect.

Team Collaboration: Working well with others in the support team and across departments to share information, resolve issues, and improve customer satisfaction.

Other Skills:

Adaptability: Flexible handling change, challenges, and uncertainty in a fast-paced environment.

Attention to Detail: Ensures accuracy in all member interactions, from documenting issues to following through on resolutions and member follow-ups.

Continuous Learning: Commitment to improving one's knowledge and skills related to customer support, including staying updated on product changes, support methodologies, and customer service trends.

Problem-Solving: Ability to quickly identify the root cause of a member's issue and creatively find effective and efficient solutions.

Technical Proficiency: Familiarity with customer support tools, software, and technologies used in managing customer inquiries, tracking issues, and maintaining records.

Time Management: Ability to manage multiple tasks and member interactions effectively, prioritizing issues based on urgency and impact.