Member Contact Center Representative

General Summary

Using a variety of digital delivery methods, the Digital Experience Representative provides a high level of personalized member service including but not limited to offering CU products and services, responding to complex member inquiries, researching member issues, and acting as a liaison between the member and other departments of the Credit Union.

Essential Functions

1. Represent the Credit Union to the members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of member requests.
2. Provide by telephone and/or electronically, general and specific service-related information concerning Credit Union services or policies.
3. Respond to members' requests, problems and complaints, and/or directs them to the proper person for specific information and assistance.
4. Open new accounts and service existing accounts. Set up new account files and provide members with all necessary information for membership.
5. Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, line of credit advances, IRA transfers and rollovers, address changes and any other requests received from members.
6. Trouble shoots technological inquiries from members including the online banking, mobile application, and other member-facing technology products and services.
7. Receive and review telephone and online loan applications; assist members with preliminary loan information. Additional responsibilities are to book out NADA values, pull credit, and obtain answers to standard loan interview questions – who, what, why, etc.
8. Maintain and distribute reference materials pertaining to products and services.
9. Maintain and distribute updates to policies and procedures set forth in the Digital Delivery department and in departments with whom the Digital Delivery team closely interacts.
10. Conduct orientation interviews on Credit Union services and programs with each potential Credit Union member and cross sell products based on member needs.
11. Provide information on investment options to members wishing to deposit funds with the Credit Union.
12. Actively participate and contribute to all departmental meetings and one-on-one coaching sessions with supervisor.
13. Evaluate fee reversal requests and various other member disputes.
14. Obtain, monitor, and review call center reports with Supervisor and make performance recommendations to enhance department production.
15. Must comply with all federal and state regulations pertaining to OFAC, BSA and FACTA.
16. Regular & Predictable Attendance

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Additional Functions

1. Represent the Credit Union in professional and courteous manner.
2. Respond to all inquiries promptly and assist members in an organized and timely fashion.
3. Assist lenders with call backs and research on current active loan applications when necessary.
4. Participate in various outbound call projects, member surveys, sales initiatives, membership drives, and community activities.
5. Provide research assistance and assist other staff with complex issues when they arise.

Salary Range

The salary range for this position is $18.00 per hour to $21.00 per hour. As a new hire, your starting salary will likely be between the 25th percentile and the midpoint of the range; however, all offers are based on the successful candidate's experience and qualifications.