Contact Center Member Service Specialist (Location: Tallahassee, FL)

VyStar Credit Union•Tallahassee, FL

5d•Onsite

About The Position

The incumbent’s primary function is to effectively use VyStar Excellence principles during telephone contact with members in the course of daily business. Thus, the incumbent must adhere to the Standards of Excellence and behaviors associated with VyStar Excellence. The incumbent is to integrate people, processes, and technology to enhance relationships with members to maximize the growth and market share of VyStar Credit Union. In the call center environment, the incumbent is expected to listen to members attentively, to determine their needs and to offer appropriate products and/or services to enhance the member experience. The incumbent in this position is accountable for offering products and services to deepen current relationships and improve the satisfaction and loyalty of credit union members. The incumbent is individually and collectively responsible for reaching department and corporate goals. The quality of the incumbent’s calls will be closely monitored via a call recording system to ensure members are receiving quality service. The incumbent will make independent decisions that benefit the member and VyStar. The incumbent must be able to quickly adapt to changes and handle any additional assignments for the daily operation of the Call Center. This position has opportunities for advancement and pay increase through the completion of the Member Service and Loan Training Programs. The incumbent must demonstrate proficiency in handling all types of calls in addition to completing required Computer Based Training courses before being certified or qualified to apply for Level II.

Requirements

High school diploma or its equivalent.
Personality that enjoys talking to members on the phone.
Excellent listening and comprehension skills with proper telephone etiquette.
Excellent verbal, written communication and telephone skills.
Accurate data entry skills.
Proficient in PC skills including Microsoft Word, Outlook, Internet access, etc.
Able to communicate necessary information clearly.
Professional in appearance and attitude.
May be tested for their effectiveness for providing excellent member service through the telephone, chat room and email during the hiring process.

Nice To Haves

A minimum of one year experience in a position of direct member/customer contact in financial institutions, especially in a call center environment.
Sales experience in the financial environment.
Prior exposure to the lending process.
Familiarity with analyzing credit reports.
Exposure to interest computation methods.

Responsibilities

Provide quality member services to our members by performing transactions that are requested by members or answering their questions, which may be related to Internet Banking, MagicTouch, their account history or member service, loan, VyStar Investment Services products and/or VyStar Real Estate Services.
Perform Member Service transactions including but not limited to fund transfer, wire transfer, Internet Banking PIN reset, stop payments, opening checking accounts, money market accounts, Certificate of Deposit accounts or other savings accounts.
Acquire extensive product knowledge of deposit products along with operational function of those products.
Effectively offer loan related products such as GAP, IWS, Credit Life & Disability Insurance in addition to VyStar Investment Services, VyStar Real Estate Services, other Savings Accounts, Checking Accounts, Money Market Accounts, IRA accounts, CDs, etc. based on our members’ needs.
Offer loan products, such as auto loans, credit cards, large luxury items and mortgage products, which may be referred to the more experienced Call Center Member Relationship Specialist team.
Attain a firm knowledge of VyStar’s products and services in addition to policies and procedures to effectively offer products based on our members’ needs.
Adhere to the Standards of Excellence and behaviors associated with VyStar Excellence.
Exhibit courteous and professional telephone etiquette in all member contacts while conducting effective fact finding to understand the member’s needs and issues and making independent and appropriate decisions in resolving members’ problems as well as in offering appropriate products.
Maintain confidentiality and integrity of information related to all member accounts.
Attain proficiency in all available tools.
Attain knowledge of Regulation CC, Regulation D, Regulation B and Regulation Z, Bank Secrecy Act/Anti-Money Laundering (BSA/AML), Currency Transaction Report (CTR), etc.
If trained for originating loans, offer loans whenever appropriate based on members’ needs and properly document credit applications and to process them in a timely manner.
Provide the same professional and quality service to employees in other departments, other businesses and financial institutions based on the VyStar Excellence concept when working to resolve member problems.
Accountable for departmental standards for productivity, quality of service, and schedule adherence, unscheduled leave occurrences, and late log-ins.
Familiarize with call recording technology in order to review calls rated by Quality Assurance representatives.
Learn how to review work schedules and to request vacation/sick leave request online through the Workforce Management system as well as to be familiar with the e-Time system.
Perform all other duties as assigned.
As first line of defense, proactively help identify, assess, manage, and report risks within their domain of work.
Maintain vigilance in safeguarding operations while ensuring compliance with regulatory mandates.
Demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job: Focus, Connect, Understand, Counsel, Advance.