Inbound Member Experience Representative
Handle member inquiries via phone, troubleshooting, account management/transactions, and online/mobile banking support. Efficient contact handling to adhere to team performance standards (First Contact Resolution, Member Satisfaction, Quality Assurance, Work Ready, and Attendance).
Recognize when a call needs to be transferred and sets appropriate expectations when transferring calls to another department.
Protects organization value by recognizing confidential information; keeping it confidential; cautioning others regarding potential breaches. Educates members regarding protecting their accounts against fraud, how to recognize potential breaches and phishing scams.
Actively engaged in team meetings and on-going training.
Perform other job-related duties as assigned.
High School Diploma or GED
1 year(s) of customer service experience in a contact center required.
1 year(s) of experience resolving complex customer service issues required.
Ability to provide outstanding customer service and interacting with customers in a service and sales environment. Displays passion, excitement, and optimism to work with our members.
Requires the ability to work with minimal supervision, and at times under very busy conditions with proficiency in typing, usage of multi-systems, and the ability to communicate highly effectively, both verbally and in writing.
Displays integrity by doing the right thing and make appropriate decisions.
Ability to maintain a professional and compassionate tone and demeanor when interacting with members and internal customers.
Experience with CAD, Keystone, Admin Console, and other core banking systems.
1 years of financial services experience.
We are considered leaders in the credit union space, and we are growing like crazy. We’ve got a culture focused on smarts, kindness, continual learning... and our people love it. A full 95% of our employees would recommend us to their friends. Come find out why!
We are proud to be an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.