Member Services Call Center Representative

• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).

• Must be able to provide a workspace at home that is safe, suitable for work, and within a distraction free environment.

As a Member Service Call Center Representative, you will provide exceptional service to members, non-members, branches and internal departments through multiple communication channels. Process a variety of transactions and inquires in accordance with policies, procedures, regulatory laws with supervision. Identify member needs and conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union by recommending appropriate products/services and/or solutions to enhance member experience.

Essential Functions and Responsibilities:

• Responsible for creating an exceptional member experience and non-members through all contact center channels.

• Ability to communicate, multitask and operate contact center phone, email, and chat systems in a fast pace, high volume environment.  

• Use cognitive judgment to identify, analyze and address all inquiries while maintaining current working knowledge of RBFCU policies and procedures and regulatory laws. 

• Apply fraud detection techniques, submit debit card fraud claims and transaction disputes to maintain and safeguard member and credit union interests and sensitive information.

• Assist and fulfill general member transactions and inquiries on behalf of various departments. Including, but not limited to, account research, balance inquiries, deposit account transactions, opening/updating accounts, provide online banking support, consumer loan inquiries and submitting applications, and mortgage inquiries.

• Discuss and recommend products and services to meet the needs of the member and the mission of RBFCU.

• Educate and promote the use of self-service options available through RBFCU.org and RBFCU Mobile App.

• Identify concerns, feedback, and record complaint entries to improve and enhance member experiences and the brand of RBFCU.

• Works with department supervisors and displays accountability with real time decision making that directly impacts member interactions and accounts.

• Strive to meet or exceed department goals and objectives through key performance indicators and core values.

• Dedication to developing strong relationships with co-workers, management, and other departments.

• Perform duties proficiently with utilizing the following software: DNA-Prod, DSI Avaya Marquee, Loans PQ, Workday, Calabrio, WireExchange, Onbase, Call Monitoring Software, Twilio, Twilio Cloud Alerts, Check Free.

• All other duties as assigned (note:  essential functions, responsibilities, and programs may change, or new ones may be assigned at any time with or without notice).

Requirements:

• High School Diploma or GED

• 6 months of work experience in a Call Center or Financial Institution OR Customer Service

• Must be able to work a flexible Monday-Saturday schedule (Hours of operation:  Monday - Friday 8:00 a.m. - 6:00 p.m. and Saturday 8:30 a.m. - 4:00 p.m.)

• Must have good organizational, communication, interpersonal and sales skills, along with the ability to multi task and manage time effectively with a close attention to detail.

• Attendance and promptness is pertinent

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form

• Ability to handle problems involving several concrete variables in standardized situations

Skills:

• Must be proficient in using PC, Microsoft applications software, Internet Explorer, and other office equipment

• To ensure expectation of service is upheld, must have good organizational, communication, interpersonal and sales skills

• Capable of demonstrating the ability to multi-task, manage time effectively, be detail oriented, accept ownership, and adapt to needs of department

• Self-initiate and apply logic to problem solve with few concrete variables

• Attendance and promptness is pertinent

Preferred:

• Bilingual (English/Spanish)