Contact Center Member Services Representative

AMOCO Federal Credit Union•Texas City, TX

3d•Onsite

About The Position

The Contact Center Member Services Representative assists AMOCO in achieving its mission of “serving the financial needs of our members” by providing an excellent member experience via phone, email, text, chat, video banking, online and mobile banking direct messages, video teller requests, ITM, and more. The primary responsibilities of the Contact Center MSR are to monitor Contact Center channels and ensure timely and effective responses to satisfy the members’ needs while maintaining a high level of service. Our Culture AMOCO Federal Credit Union is 85+ years strong and recognized as one of the largest credit unions in the Houston/Galveston area. Our culture is driven by staff who exemplify the cooperative spirit of people helping people. By listening and understanding the needs of our membership, we aim to become their trusted financial institution. The goal with every interaction is to create member loyalty and to serve and satisfy the financial needs of our members and employees at every touch point in the member service chain. To achieve that, we focus on hiring for talent and the right fit for our culture.

Requirements

Excellent member experience via phone, email, text, chat, video banking, online and mobile banking direct messages, video teller requests, ITM, and more.
Monitor Contact Center channels and ensure timely and effective responses to satisfy the members’ needs while maintaining a high level of service.
Ability to handle account-related questions, balance and transfer inquiries, address change, wires, stop payments, dispute and fraud-related scenarios, online banking password resets, external transfer accounts, and set-up, mobile deposit check review and acceptance, loan maintenance questions and procedures, direct deposit inquires, change of deposit product, etc.
Ability to handle new member applications including review of supporting documentation, communication with potential and new members, review recommendations to open/deny the new membership application, and processing of the new account within account opening software, helping member with direct deposit set-up, etc.
Stay current with required and assigned training for department and organizational knowledge.
Report technical challenges or potential risks to management and appropriate parties as necessary.
Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Commitment to provide excellent customer service while using Member Service & Loyalty Skills: Focus on Member, Maintain/Enhance Self-Esteem, Listen, Maintain Personal Responsibility, Manage Complaints and Resolve Problems.

Responsibilities

Handles quick service member requests (or routes to appropriate party) that are routed through various channels such as video banking web/mobile/kiosk, video teller at ITM, phone calls, texts, email, message center, or chat. Quick service member requests may encompass any of the following (not an exhaustive list): account-related questions, balance and transfer inquiries, address change, wires, stop payments, dispute and fraud-related scenarios, online banking password resets, external transfer accounts, and set-up, mobile deposit check review and acceptance, loan maintenance questions and procedures, direct deposit inquires, change of deposit product, etc.
Handles new member applications for those received through online banking applications including review of supporting documentation, communication with potential and new members, review recommendations to open/deny the new membership application, and processing of the new account within account opening software, helping member with direct deposit set-up, etc.
Stays current with required and assigned training for department and organizational knowledge.
Reports technical challenges or potential risks to management and appropriate parties as necessary.
Performs other duties as assigned.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Commitment to provide excellent customer service while using Member Service & Loyalty Skills: Focus on Member, Maintain/Enhance Self-Esteem, Listen, Maintain Personal Responsibility, Manage Complaints and Resolve Problems.