Contact Center Member Representative I

Job Title

Member Contact Center Representative

Job Description

Duties and Responsibilities Include:

Handle general member inquiries, including balance inquiries, transaction history, and account details.

Process fund transfers and check orders.

Assist members with online banking and mobile app support.

Provide basic product and service information, referring members to specialists when needed.

Escalate card service issues, dispute claims, and complex account concerns to the appropriate teams.

Maintain a strong understanding of credit union policies and financial products.

Ensure all member interactions are documented accurately.

Deliver exceptional member service, maintaining professionalism and efficiency.

Perform tasks such as Operator Call Handling, EdFed 24/Seven Assistance, Cross-Serving Products/Services, Dormant Accounts, Address Change, Balance Inquiry, Bank-by-Phone Assistance, Bill Pay, Check Ordering, Service Charge Assistance, Mobile Deposit, Money Market Account, Overdraft Protection Assistance, Payroll Changes, Special Shares, Share Certificates, Statement/Check Copies, Stolen Check/Account Freeze, Transfers, Wire Transfer Assistance, Identity Theft/Red Flag (SES), Stop Payments, Winter Skip-a-Pay, and Message Center.

Utilize systems including Alkami, App Extender, Image Center, NICE, SmartPay, and Symitar.

Refer loan applications to the Lending Specialists.

Develop competencies in active listening, effective communication, empathy, problem-solving, adaptability, patience, and teamwork.

Adhere to attendance policies and contribute positively to team goals.

Maintain confidentiality of member information and dispute details.

Participate in training sessions to stay updated on procedures and regulations.

Identify opportunities for process improvement and communicate suggestions to management.

Saturday work required

Bilingual Preferred (Creole or Spanish)

Perform other duties as assigned to support the Member Contact Center

Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

Qualifications

Skills:

Intermediate Member Service

Intermediate Communication - Verbal and Written

Advanced Bilingual Spanish

Advanced Bilingual Creole

Intermediate Active Listening

Behaviors:

Enthusiastic: Shows intense and eager enjoyment and interest

Team Player: Works well as a member of a group

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations:

Self-Starter: Inspired to perform without outside help

Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Educational Federal Credit Union