Member Experience Professional I - Contact Center

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The Contact Center Member Experience Professional I encompasses a multifaceted role within Partners Federal Credit Union, focusing primarily prioritizing exceptional service delivery to both internal and external members.

Key objectives include identifying member needs and effectively cross selling the Credit Union’s products and services with confidence. Building and nurturing strong relationships with members, as well as collaborating seamlessly with internal branches and departments, are essential components.

Moreover, the role requires adeptness in handling Member inquiries, ensuring timely follow-up, and accurately transferring calls when necessary. Upholding confidentiality regarding member financial data and maintaining compliance with state and federal banking laws are paramount.

Additionally, the position necessitates exemplary communication skills, encompassing listening, verbal, written, and telephone etiquette to address member needs and technical issues proficiently.

Essential Responsibilities:

• Provide exceptional service to internal and external customers in accordance with PFCU Service Standards.
• Build and maintain strong relationships with all internal cast members and members.
• Able to determine member needs and open deposit products to existing members (Products include checking, savings, CDs, and Money Market)
• Provide a warm hand-off, introduction to Digital Branch by summarize member’s needs, and solutions discussed to minimize any redundant conversations.
• Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated, and as needed, and/or for additional research or resolution.
• Work effectively with retail branches and departments as necessary for customer inquiry/problem resolution.
• Protects and maintains confidentiality with all members financial data when handling customer requests and transactions.
• Ensures that all membership documents are processed by meeting and exceeding quality control standards as outlined in the policy, including CIP, OFAC, Chexsystems, etc.
• Working knowledge of, and ensures PFCU activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations.
• Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.

Additional Responsibilities:
1. Ability to consistently apply decision-making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits.
2. Working knowledge of all state and federal banking laws and regulations.
3. Balances workload to handle, Offline work such as wire processing, wire call backs, TMC tickets, etc.
4. Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.
5. All other duties as assigned

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job:
High School Diploma or GED

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire:
0 to 2 years

Other Training, Technical Skills, or Knowledge Required:
Knowledge of the following systems: Symitar, Xperience, Springboard, Master site, Liberty/Harland Clark, ChexSystem, Visa Online, Device Manager, Check 21 (Image Center), SWBC (Pay by Phone), Zelle CST, Help Desk Portal (JIRA)

Other Measurable Abilities Required:

• Unquestionable integrity in handling sensitive and confidential information required.
• Strong listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate and follow up on product, policy or technical issues over the phone.
•  Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.

Shift Work:
Monday – Saturday, Day and Early Evening Shifts

SCOPE OF JOB

Discretion/Latitude:
Front-line digital bank branch service reps operate with moderate supervision, making decisions within set guidelines. They resolve customer inquiries, process transactions, and escalate complex issues. While higher management holds ultimate authority, reps play a crucial role in ensuring customer satisfaction and branch efficiency, exercising sound judgment and adhering to standards.

Physical Demands & Environmental/Working Conditions:
This position is performed primarily in a traditional office or bank/credit union setting, with no expected adverse environmental conditions.
This position requires the ability to:
• move self in different positions to accomplish tasks in various environments including tight and confined spaces • remain in a stationary position, often standing or sitting for prolonged periods
• adjust or move objects up to 15 pounds in all directions
• perform repeat motions that may include the wrists, hands, and/or fingers
• use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
• hear average or normal conversations and receive ordinary information
• prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity.

Disclaimer
The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The hiring range for this position in Florida is $19.00 to $27.17 per hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. 


This role may also be eligible for additional compensation such as a bonus or long-term incentive units.

Most roles at Partners are also eligible for our Annual Incentive Plan (AIP), which rewards employees for individual contributions and our collective success. While AIP is not guaranteed, it reflects our commitment to recognizing meaningful impact and shared results.

Partners offers a comprehensive benefits package that includes medical, dental, vision, retirement benefits, paid time off, and other employee programs that support well-being and growth.

To learn more about our benefits visit: