Contact Center Rep 2

MRA Recruiting Services•Dublin, OH

6d•$19 - $22•Onsite

About The Position

BMI Federal Credit Union is a not-for-profit financial cooperative that provides banking services to its member-owners and aims to improve members’ and the community’s financial well-being. The Contact Center Rep 2 answers member inquiries by telephone, email, and chat, using knowledge of credit union products, services, and technology to provide information, resolve issues, and enhance the member experience. The role also performs other related duties as assigned. The position is based at 6165 Emerald Parkway in Dublin, Ohio. It 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. Employees receive time off during the week when they work a Saturday. The work environment is an office.

Requirements

High school diploma or equivalent.
One to three 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 and comply with applicable federal regulations, including the Bank Secrecy Act, Anti-Money Laundering regulations, USA PATRIOT Act, Office of Foreign Assets Control requirements, and Truth in Savings (NCUA Part 707).
Exceptional customer service skills.
Excellent verbal and written communication and interpersonal skills.
Ability to balance multiple tasks and changing priorities with strong 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.
Ability, with or without reasonable accommodation, to sit, walk, stand, manipulate, handle, feel, and control items or equipment; reach with hands and arms; talk and hear; and see, read, write, and interpret text and spreadsheets.

Responsibilities

Respond to members by telephone, secure message, email, and online chat; build rapport, process requests, answer inquiries, and resolve issues accurately.
Handle inquiries involving account information, transfers, loan payments, withdrawals, loyalty reward usage, check orders and supplies, online banking, stop payments, wire transfers, and penalties.
Assess situations, apply sound judgment, and troubleshoot member concerns.
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 maintain service quality and member satisfaction.
Verify caller information using appropriate sources to prevent disclosure of sensitive information to unauthorized individuals.
Assist members with online banking access and troubleshoot device- and browser-related problems and errors.
Research and assist with VISA and VISA debit card issues, maintenance, 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.
Perform other related duties as assigned.