Spec, Call Center Service Delivery

BCU Member Service Representative

As an employer, BCU models the dynamic assets of a top workplace, including confidence in company leadership, competitive compensation and benefits, employee development, workplace flexibility, and a passionate employee culture supporting a unified vision. At the Credit Union, you'll have a career in a growing organization and an environment that supports your professional and personal growth.

Our WHY is the reason we exist: To Empower People to Discover Financial Freedom. What do you celebrate as your purpose? At BCU we celebrate what makes you authentically YOU! #bYOU

This role provides service support and interacts as the BCU brand servicing our member's needs. Are you goal driven? Do you have great active listening skills? We are looking for professional individuals to service our members in our fast-paced call center. The primary purpose of this role is to provide best in class member service by answering incoming calls to help resolve routine and complex member inquiries with empathy and compassion. An individual who can walk in our members shoes and advocate to provide resolution. This role comes with a fun team, rewards, recognition, and opportunity for advancement.

Responsibilities

• Service 50-100 first tier incoming member calls daily, including general member inquiries, account research, fraud and disputes or as assigned
• Develop and display a complete understanding of all required Visa, governmental, regulatory, and departmental policies, procedures, and compliance guidelines, particularly those pertaining to customer verification
• Deliver on a first contact resolution experience by using all resources, including our process knowledge repository, self-servicing tools and available surrounding support
• Demonstrate problem solving and process improvement skills, to reduce member effort and improve our business best practices
• Based on member need, promote the adoption of or conversion to available credit union products and services
• Own the ability to quickly adapt and support new strategies, tools, and tactics to better service our members
• Build strong internal partnerships with management and peers in contributing to a productive and quality team environment
• Meet or exceed all key performance production and quality experience goals, completing all assigned work with accuracy as established by BCU guidelines and training
• Other duties as assigned

Qualifications and Requirements

• High school diploma or equivalent
• Minimum 1 year of customer service experience
• High energy, positive attitude, self-starting and coachable individual
• Strong interpersonal, verbal, written and active listening skills
• Aptitude to develop and own strong understanding of regulatory and departmental policies
• Ability to work effectively and pay attention to detail in fast paced environment, leveraging tools to drive a first contact resolution every time.
• Ability to adapt quickly and easily to changes in strategies, tools or tactics
• Desire to form and make business improvement recommendations
• Ability to building strong internal peer and team partnerships
• Desire to meet all established performance goals consistently
• Basic Windows PC navigation and Microsoft Office knowledge

BCU Shared Values: We foster an environment of INCLUSION. All individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization's success. We act with INTEGRITY. We follow the golden rule without exception. We display COURAGE in our convictions. We drive innovation, reaching beyond boundaries and thoughtfully explore new horizons. We excel through COLLABORATION. By working as one, sharing information and seeking solutions, we deliver exceptional outcomes. We WOW our members. We focus intensely on putting the member first, delivering extraordinary experiences that create lasting relationships inside and outside the organization.

We value relationships and referrals and are committed to creating the best work environment possible. From our casual dress code to flexible work arrangements, we've created a unique and inclusive culture that supports a healthy work/life balance. For this reason and more, BCU has been named a 2023 Gallup Exceptional Workplace Award Winner. #LoveBCU