Contact Center Representative (Call Center)

Fedex Employee Credit Association • Memphis, TN

2d • Onsite

About The Position

FedEx Employees Credit Association (FECA) is seeking a Contact Center Representative to provide personalized support to members through various communication channels including telephone, email, voicemail, online chat, web, and other digital media. This role involves assisting members with account inquiries, card services, loan payments, and identifying opportunities to cross-sell products and services that meet member needs. The representative will adopt a 'member-centric' approach to understand financial needs and recommend appropriate solutions to improve members' financial lives. Responsibilities also include answering questions, assisting with Live Chat, participating in Bank Secrecy Act compliance, maintaining knowledge of FECA's products and services, and adhering to internal CARE Standards for service. This is a full-time, non-exempt position with various shifts available between 7:30 a.m. and 5:30 p.m., Monday through Friday.

Requirements

• Demonstrated ability to investigate and solve complex problems.
• Must be accurate, detailed oriented, organized and possess excellent time management skills.
• Strong interpersonal, verbal and written communication skills along with basic math skills.
• Proficiency in Microsoft Office programs to include but not limited to Outlook, Word and Excel.

Nice To Haves

• Some college preferred.
• Experience in a Contact Center or financial institution a plus.

Responsibilities

• Provide members and other individuals with personalized support through all channels of communications: telephone, email, voicemail, online chat, web, and other digital media.
• Provide assistance with membership eligibility requirements, account inquiries and requests, servicing for credit debit cards, loan payments and other member needs.
• Identify cross sell opportunities for new and existing members with services and products that best matches the members’ needs and qualifications.
• Utilizing a "member centric" approach, determine individual member’s financial needs and recommend the appropriate products and services in order to improve the member’s financial lives.
• Effectively answer questions by listening, collecting data, securing answers and reporting results in order to assist members in solving accounts related issues.
• Assist with Live Chat, as needed.
• Participate in and contribute to FedEx Employees Credit Association’s Bank Secrecy Act compliance.
• Maintain an excellent understanding and commitment to the Quality Assurance Program and FedEx Employees Credit Association’s products and services.
• Encourage team work within the organization by supporting each other.
• Follow our internal CARE Standards for service as it relates to members and co-workers.
• Perform all other duties and responsibilities as assigned.

Benefits

• medical
• dental
• vision
• life
• AD&D
• short-term disability
• EAP
• 401k with company match
• profit-sharing
• discounts on financial products and services
• paid vacation and personal days
• paid time for volunteering
• extensive professional development opportunities including on-site educational and leadership development programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed