Contact Center Rep 2

BMI Federal Credit Union•Dublin, OH

7h•$19 - $22•Onsite

About The Position

BMI Federal Credit Union is a not-for-profit financial cooperative providing banking services to its member-owners, with the goal of improving members’ and the community’s financial well-being. The Contact Center Rep 2 answers member inquiries by telephone, email, and chat. Using knowledge of products, services, and technical processes, the representative addresses issues, provides support and information, and helps enhance the member experience. The role also performs other related duties as assigned. This position is based in an office environment at 6165 Emerald Parkway, Dublin, Ohio. The schedule is approximately 40 hours per week, with flexibility required between 8 a.m. and 5 p.m. Monday through Friday and rotating Saturdays from 9 a.m. to 1 p.m. Time off is provided during the week when working a Saturday.

Requirements

High school diploma or equivalent.
1–3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered.
Understand and follow BMI FCU policies and procedures, complying with applicable federal regulations, including the Bank Secrecy Act, Anti-Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707).
Exceptional customer service skills.
Excellent verbal and written communication and interpersonal skills.
Ability to balance multiple tasks and changing priorities with high attention to detail.
Strong analytical and problem-solving skills.
Ability to work effectively in a team environment.
Proficiency in Microsoft Office, including Excel, general computer programs, and general office equipment.
Elevated understanding of computer operating systems and browsers to assist members with online access and troubleshooting.
Basic math skills.
Professional demeanor.
Ability to receive and maintain confidential information.
Knowledge of a solution-driven sales process.

Responsibilities

Answer member inquiries by telephone and electronic messaging, including secure messages and online chat; build rapport, process requests, provide information, and resolve issues accurately.
Respond to inquiries about account information, transfers, loan payments, withdrawals, Loyalty Reward level usage, check orders and supplies, online banking, stop payments, wire transfers, and penalties.
Assess situations and use sound judgment and troubleshooting skills to assist members.
Identify opportunities to introduce products and services that may help members financially.
Develop and maintain broad technical and informational knowledge of Credit Union products and services.
Manage time efficiently to support service quality and member satisfaction.
Verify caller information using different sources as necessary to prevent disclosure of sensitive information to unauthorized individuals.
Assist members with online banking access, including troubleshooting device and browser problems or errors.
Research and assist with VISA and VISA debit card maintenance and problems, including disputes and tokenization.
Research ACH issues and locate originators.
Assist managers with operational processes for opening and closing the Contact Center.
Follow up on member-related issues as needed.