EDIFI Credit Union Seeking Contact Center Agent II

Job Description

Job Description

EDIFI Credit Union Urgently Seeking Contact Center Agent II

Bilingual English and Spanish Highly Desired

At EDIFI's Corporate Center, Willingboro, NJ

Hourly Rate: $20.36-$25.45; Commensurate with Experience

EdiFi Credit Union is seeking a Contact Center Agent II who demonstrates excellent problem-solving abilities, meticulous attention to detail, and a strong commitment to service excellence.

About EDIFI Federal Credit Union

EdiFi Federal Credit Union is a not-for-profit, financial institution headquartered in Willingboro, New Jersey. With nearly 26,000 members and approximately $250,000,000 in assets, we are one of the largest credit unions in New Jersey. Our mission-culture is " Know More. Grow More. ". EdiFi strives to foster personalized relationships with our membership and employees. As an EdiFi team member, you will be part of a community that works together to provide financial security to each other and the credit union organization.

Here at EdiFi we know our employees are our greatest asset, making possible our 60 plus year legacy of outstanding service to our members. We promote a positive, supportive, rewarding, and collaborative work environment. EdiFi's set of core values are Respect, Accessibility, Integrity, Security and Exceptional Service (RAISE). If you are ready to be part of an organization that values teamwork, honesty, and professionalism, EdiFi is the place for you.

A Day in the Life of a Contact Center Agent II

Under the supervision of the Contact Center Supervisors & Contact Center Vice President, the Contact Center Agent II role will drive service excellence by personally and professionally responding to the needs of members and prospective members of the credit union, via inbound and outbound phone calls, chat, fax, mail, and electronic communication. Expected to continuously seek and identify opportunities to improve credit union service delivery. Responsible for handling complex and sensitive matters by conducting in-depth research and promptly responding with accurate, timely solutions to ensure members' needs are satisfied. Will assist with supporting new agents.

Agent Duties:

• Receive and research information needed to assess and fulfill members' needs. Follow through to ensure member satisfaction. Educate the members and suggest applicable and beneficial products and services whenever possible and appropriate.
• Answer escalated calls and address complex member account issues. Attempt to provide a resolution directly within the department.
• Apply changes to accounts and process paperwork for a variety of credit union services where applicable.
• Provide information concerning Certificates of Deposits, Money Market accounts, Individual Retirement Accounts, Loans, Visa Program and all other products and services available.
• Monitor and respond to electronic communications that are received from members via EDIFI's website, such as Live Chat and Virtual Branch.
• Troubleshoot online and mobile banking issues.
• Assist with debit and credit card issues. 
• Will support lending initiatives by completing loan applications, load, and confirm loan statuses, and convey to members what documentation is required to disburse loans.
• Will cross-sell loan debt protection products.
• Perform other duties as assigned.

Qualification Requirements

Educational/Training Requirement:

• High School Graduate or GED required.
• Associate's or bachelor's degree a plus.

Experience:

• 3-5 years in a customer service environment, preferably in financial services. Contact Center experience is highly desired.
• Extensive knowledge of credit union or banking products and services is a plus.

Work Schedule

This is not a remote position.

Regular Hours: Monday-Friday: 8:30 am to 5:00 pm.

Saturdays : 8:45am to 1:00pm. Rotating Saturdays are a must.

Are you ready to Join Our Team?

Are you motivated by growth, performance excellence, and contributing to organizational success? Let's achieve more together. APPLY TODAY!

Americans with Disabilities Act (ADA):

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

EDIFI Federal Credit Union is an Equal Employment Opportunity Employer

Contingent job offers are made pending a successful consumer, criminal, and employment background check.