Call Center Representative (Hybrid)

Default•Duluth, GA

5d•Hybrid

About The Position

The Member Support Representative (MSR) is responsible for delivering high-quality service by efficiently addressing member inquiries related to account statements, loans, payments, automatic transfers, interest rates, and certificates of deposit through phone, video, and digital channels. Provides accurate information, resolves problems, and educates members on products, services, and self-serve options to support their financial needs. Maintains thorough and organized reports, records, and files, and proactively cross-sells Credit Union offerings while contributing to the overall effectiveness of the Member Care Center.

Requirements

High-quality service delivery
Efficiently addressing member inquiries
Accurate information provision
Problem resolution
Education on products, services, and self-serve options
Thorough and organized record-keeping
Proactive cross-selling of Credit Union offerings
Professionalism in member interaction
Proficiency in MS Office, Internet, and Email
Confidentiality and adherence to security standards
Adaptability to onsite and remote work schedules
Proficiency in multiple internal systems (Genesys, Active Teller)

Nice To Haves

Experience and qualification

Responsibilities

Receives and responds to member inquiries professionally via phone, video and digital channels.
Provides complete and accurate information on accounts, payments, interest rates, product options, savings programs, and Credit Union policies.
Welcomes members, identifies needs, and offers financial solutions that meet their objectives.
Educates members on products, services, online solutions, and self-serve options to enhance their experience.
Accurately process a variety of member financial transactions, including deposits, withdrawals, loan payments, transfers, and non-monetary transactions.
Performs basic account maintenance functions, including automatic transfers for loan payments, and assist with servicing loans (payoff, payment inquiries, address changes).
Completes all required documentation, reports, and records accurately and promptly.
Researches and resolves documentation errors or discrepancies; escalates complex issues as needed.
Actively and professionally cross-sells Credit Union products and services using effective interview techniques across all communication channels.
Utilizes available records to identify cross-sale opportunities and engage members in conversations about relevant products.
Takes ownership of member issues, resolves personally or facilitates resolution through appropriate team members or departments.
Follows up with members to ensure satisfactory resolution.
Acts as liaison between members and other departments, ensuring follow-through on resolutions.
Promotes and maintains strong, positive, and productive working relationships across all business units, retail branches, and departments.
Collaborates proactively with internal partners to support the credit union’s mission and core values, enhance member service, and ensure seamless, cross-functional solutions.
Delivers exceptional, professional, and consistent service, exceeding standards in all member interactions.
Meets departmental objectives by maintaining high levels of productivity, accuracy, and quality in all tasks, supporting the organization's overall goals.
Utilizes computer systems and applications, including MS Office, Internet, and Email, to perform daily tasks efficiently.
Maintains a confidential workspace, ensuring organizational privacy and security standards are upheld.
Adapts to both onsite and remote work schedules as required by business needs.
Operates proficiently within multiple internal systems, such as Genesys and Active Teller, simultaneously, maintaining both platforms and efficiently managing incoming calls from each system as part of daily responsibilities.