Contact Center Member Advisor (On-Site) - Kendall

EdFed•Miami, FL

7d•Onsite

About The Position

This role involves performing Level 1 & 2 responsibilities within the Contact Center, with a focus on specialized transactions, member retention, and acting as a subject matter expert. The advisor will handle complex account issues, guide members through fraud claims, and process various financial transactions while ensuring compliance with credit union policies and federal regulations. Additionally, the role includes mentoring junior associates, contributing to knowledge base maintenance, and potentially acting as a backup to the CC Assistant Manager. The position also requires taking loan applications over the phone and supporting the overall efficiency and member satisfaction of the Contact Center.

Requirements

Perform all Level 1 & 2 responsibilities.
Process account closures, retention efforts, and account number changes, ensuring security and compliance with credit union policies.
Open and close share certificates, IRAs, ensuring accurate interest calculations and compliance with federal regulations.
Guide members through fraud claims that require account restructuring or secure solutions, including account number changes.
Assist with specialized transactions, including stop payments, balance adjustments, and service charge disputes.
Work closely with retention teams to proactively engage at-risk members and implement strategies to prevent account closures.
Act as a backup for handling escalations that require in-depth analysis and resolution, ensuring positive member experiences and regulatory adherence.
Serve as a subject matter expert (SME), mentoring Level 1 & 2 Associates and assisting with training initiatives.
Contribute to knowledge base updates, ensuring accurate and current information is accessible to all team members.
Act as a backup to the CC Assistant Manager, stepping in when needed to provide supervisory support and ensure operational continuity.
Monitor and report on trends in member inquiries, helping leadership identify areas for policy updates or service enhancements.
Take loan applications over the phone, assisting members with eligibility, documentation requirements, and application processing, particularly during peak periods or when high application volumes occur.
Comply with all Bank Secrecy Act (BSA) policies and procedures, and attend required BSA-related training as assigned.

Responsibilities

Perform all Level 1 & 2 responsibilities.
Process account closures, retention efforts, and account number changes, ensuring security and compliance with credit union policies.
Open and close share certificates, IRAs, ensuring accurate interest calculations and compliance with federal regulations.
Guide members through fraud claims that require account restructuring or secure solutions, including account number changes.
Assist with specialized transactions, including stop payments, balance adjustments, and service charge disputes.
Work closely with retention teams to proactively engage at-risk members and implement strategies to prevent account closures.
Act as a backup for handling escalations that require in-depth analysis and resolution, ensuring positive member experiences and regulatory adherence.
Serve as a subject matter expert (SME), mentoring Level 1 & 2 Associates and assisting with training initiatives.
Contribute to knowledge base updates, ensuring accurate and current information is accessible to all team members.
Act as a backup to the CC Assistant Manager, stepping in when needed to provide supervisory support and ensure operational continuity.
Monitor and report on trends in member inquiries, helping leadership identify areas for policy updates or service enhancements.
Take loan applications over the phone, assisting members with eligibility, documentation requirements, and application processing, particularly during peak periods or when high application volumes occur.
Perform other duties as assigned to support the Member Contact Center’s efficiency and member satisfaction.
Comply with all Bank Secrecy Act (BSA) policies and procedures, and attend required BSA-related training as assigned.