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

VyStar Credit Union•Jacksonville, FL

1d•Hybrid

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, adhering to the Standards of Excellence and associated behaviors. This role involves integrating people, processes, and technology to enhance member relationships, maximize growth, and increase market share for VyStar Credit Union. In the call center environment, the specialist is expected to attentively listen to members, determine their needs, and offer appropriate products and/or services to enhance their experience. The incumbent is accountable for offering products and services to deepen current relationships, improve satisfaction, and foster loyalty among credit union members. They are individually and collectively responsible for achieving department and corporate goals, with call quality closely monitored via a recording system. The specialist will make independent decisions that benefit both the member and VyStar, adapting quickly to changes and handling additional assignments for daily Call Center operations. This position offers opportunities for advancement and pay increases through the completion of Member Service and Loan Training Programs, requiring proficiency in handling all call types and completing Computer Based Training courses to qualify for Level II. Primary duties include providing quality member services by performing requested transactions and answering questions related to Internet Banking, MagicTouch, account history, member service, loan, VyStar Investment Services, and VyStar Real Estate Services products. Transactions include fund transfers, wire transfers, Internet Banking PIN resets, stop payments, and opening various types of accounts (checking, money market, CD, savings). The specialist must acquire extensive product knowledge of deposit products and their operational functions, and effectively offer loan-related products such as GAP, IWS, Credit Life & Disability Insurance, as well as other financial products like IRA accounts. They are also required to offer loan products like auto loans, credit cards, and mortgage products, which may be referred to the more experienced Call Center Member Relationship Specialist team. A firm knowledge of VyStar’s products, services, policies, and procedures is essential for effective product offerings. The role demands courteous and professional telephone etiquette, effective fact-finding to understand member needs, and making independent, appropriate decisions for problem resolution and product recommendations. Maintaining confidentiality and integrity of member account information is crucial, as is attaining proficiency in all available tools and knowledge of regulations such as CC, D, B, Z, BSA/AML, and CTR. If trained for loan origination, the incumbent will offer loans, document credit applications, and process them timely. Professional service must also be extended to employees in other departments, businesses, and financial institutions. The incumbent is accountable for departmental standards in productivity, service quality, schedule adherence, unscheduled leave, and late log-ins. Familiarity with call recording technology for reviewing Quality Assurance ratings, and using Workforce Management and e-Time systems for scheduling and leave requests, is also required. All employees are expected to proactively identify, assess, manage, and report risks within their domain, maintaining vigilance in safeguarding operations and ensuring regulatory compliance. The incumbent is expected to demonstrate VyStar Excellence behaviors: Focus, Connect, Understand, Counsel, and Advance.

Requirements

A minimum of one year experience in a position of direct member/customer contact in financial institutions.
High school diploma or its equivalent.
Personality that enjoys talking to members on the phone.
Excellent listening and comprehension skills.
Proper telephone etiquette.
Excellent verbal, written communication and telephone skills.
Accurate data entry skills.
Proficient in PC skills including Microsoft Word, Outlook, Internet access.
Ability to communicate necessary information clearly.
Professional in appearance and attitude.
Ability to work a hybrid schedule.
Flexible to work any day or shift during business operational hours (Monday through Saturday from 7:00am - 7:00pm).

Nice To Haves

Experience 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

Effectively use VyStar Excellence principles during telephone contact with members in the course of daily business.
Adhere to the Standards of Excellence and behaviors associated with VyStar Excellence.
Integrate people, processes, and technology to enhance relationships with members to maximize the growth and market share of VyStar Credit Union.
Listen to members attentively, determine their needs and offer appropriate products and/or services to enhance the member experience.
Offer products and services to deepen current relationships and improve the satisfaction and loyalty of credit union members.
Be individually and collectively responsible for reaching department and corporate goals.
Make independent decisions that benefit the member and VyStar.
Quickly adapt to changes and handle any additional assignments for the daily operation of the Call Center.
Demonstrate proficiency in handling all types of calls.
Complete required Computer Based Training courses before being certified or qualified to apply for Level II.
Provide quality member services to members by performing transactions that are requested by members or answering their questions.
Perform member service transactions including 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.
Offer VyStar Investment Services, VyStar Real Estate Services, other Savings Accounts, Checking Accounts, Money Market Accounts, IRA accounts, CDs, etc. based on members’ needs.
Offer loan products, such as auto loans, credit cards, large luxury items and mortgage products (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 members’ needs.
Exhibit courteous and professional telephone etiquette in all member contacts.
Conduct effective fact finding to understand the member’s needs and issues.
Make 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.
Be accountable for departmental standards for productivity, quality of service, and schedule adherence, unscheduled leave occurrences, and late log-ins.
Be familiarized 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.
Be familiar with the e-Time system.
Perform all other duties as assigned.
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 VyStar Excellence behaviors: Focus, Connect, Understand, Counsel, Advance.