Contact Center Rep 2

BMI Federal Credit Union•Dublin, OH

5d•Onsite

About The Position

BMI Federal Credit Union is a not-for-profit financial cooperative that provides banking services to member-owners and aims to improve members’ and the community’s financial well-being. The Contact Center Rep 2 answers member inquiries received by telephone, email, and chat. Using knowledge of products and services and technical troubleshooting skills, the representative addresses issues, provides support and information, and enhances the member experience. The position also performs other related duties as assigned. The role 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 during the week is provided when working a Saturday.

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 Credit Union 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 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.
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 member inquiries by telephone, secure message, email, or online chat; build rapport, process requests, and resolve issues accurately.
Assist with 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 use troubleshooting skills to assist members.
Identify opportunities to introduce products and services that may help members financially.
Develop and retain 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 appropriate sources to prevent disclosure of sensitive information to unauthorized individuals.
Assist with online banking access and troubleshoot device and browser problems or 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.