Contact Center Representative

Job Description

Job Description

Location: 6165 Emerald Parkway, Dublin OH 43016
This position is 100% on-site with no options for remote work

Schedule: Approximately 40 hours per week. Flexibility required between 8am-5pm Monday – Thursday, between 8am-6pm Fridays, and rotating Saturdays 9am-1pm. Time off provided during the week when working a Saturday.

ABOUT BMI FEDERAL CREDIT UNION (BMI FCU):
BMI Federal Credit Union is a not-for-profit financial cooperative providing banking services to our member-owners. Our goal is simple – to improve the financial well-being of our members and our community.

For 16 consecutive years (2010-2025), BMI FCU has been named a “Best Employer in Ohio” by the Workforce Research Group.

Benefits You’ll Love:

• 401(k) Plan with Company Match
• Paid Time Off & Paid Holidays
• Medical, Dental, and Vision Insurance
• Robust Wellness Program
• Life & Disability Insurance
• Educational Assistance
• Generous Health Reimbursement Arrangement (HRA) Funds
• Employee Assistance Program (EAP)

If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you!

POSITION SUMMARY: Responsible for answering member inquiries received through the telephone, email, or chat. Using technical skills and knowledge of products and services, this position will address issues, provide support, and offer information, to enhance the member experience. This position will perform all other related duties as assigned.

ESSENTIAL JOB FUNCTIONS:

• Provide first contact via telephone or electronic messaging – respond to secure messages and online chat – to build rapport with members, process requests, respond to inquiries and resolve issues with accuracy; inquiries including but not limited to:
  • Account information, transfer requests, loan payments, withdrawals, Loyalty Reward level usage, check order and supplies, online banking services, stop payments, wire transfers, and penalties
• Assess situations, apply sound judgement and use troubleshooting skills to assist members
• Look for opportunities to introduce products and services to help members financially
• Develop and retain a broad range of knowledge of all Credit Union products and services, from both a technical and information standpoint
• Manage and utilize time efficiently to ensure service quality and member satisfaction
• Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing differing sources as necessary
• Assist in online banking access including troubleshooting problems and errors for device and browser issues
• Research and assist with card problems (VISA and VISA debit) maintenance and problems including disputes and tokenization
• Research ACH issues and locate originators
• Assist managers in operational process for opening and closing the Contact Center
• Follow-up with member related issues as needed

WORK ENVIRONMENT: Office environment

QUALIFICATIONS AND SKILLS REQUIREMENTS:

• High school diploma or equivalent required
• 1-3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered
• Understand and follow BMI FCU policies/procedures complying with federal regulations including but not limited to: Bank Secrecy act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707)
• Exceptional customer service skills
• Excellent communication (both verbal and written) and interpersonal skills
• Ability to balance multiple tasks and changing priorities with high attention to detail
• Strong analytical and problem-solving skills
• Ability to work effectively in a team environment
• Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment
• Have an elevated understanding of computer operating systems and browsers to assist members with online access and troubleshooting
• Basic math skills
• Possess a professional demeanor
• Ability to receive and maintain confidential information
• Knowledge of solution driven sales process

PHYSICAL REQUIREMENTS:

Must be able to meet the following physical requirements, with or without reasonable accommodation: 1) Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment; 2) Reach with hands and arms; 3) Talk and hear; 4) See and be able to read, write, and interpret text, and spreadsheets.

As an equal opportunity employer, BMI FCU does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, childbirth and related conditions, lactation status, gender identity, sexual orientation, age, disability, veteran or military status, genetic information, or ancestry.