Contact Center Representative

BMI Federal Credit Union•Dublin, OH

4d•Onsite

About The Position

Responsible for answering member inquiries received through the telephone, email, or chat. Using technical skills and knowledge of products and services, this position will address issues, provide support, and offer information, to enhance the member experience. This position will perform all other related duties as assigned.

Requirements

High school diploma or equivalent required
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/procedures complying with federal regulations including but not limited to: 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 communication (both verbal and written) 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
Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment
Have an elevated understanding of computer operating systems and browsers to assist members with online access and troubleshooting
Basic math skills
Possess a professional demeanor
Ability to receive and maintain confidential information
Knowledge of solution driven sales process

Responsibilities

Provide first contact via telephone or electronic messaging – respond to secure messages and online chat – to build rapport with members, process requests, respond to inquiries and resolve issues with accuracy; inquiries including but not limited to: Account information, transfer requests, loan payments, withdrawals, Loyalty Reward level usage, check order and supplies, online banking services, stop payments, wire transfers, and penalties
Assess situations, apply sound judgement and use troubleshooting skills to assist members
Look for opportunities to introduce products and services to help members financially
Develop and retain a broad range of knowledge of all Credit Union products and services, from both a technical and information standpoint
Manage and utilize time efficiently to ensure service quality and member satisfaction
Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing differing sources as necessary
Assist in online banking access including troubleshooting problems and errors for device and browser issues
Research and assist with card problems (VISA and VISA debit) maintenance and problems including disputes and tokenization
Research ACH issues and locate originators
Assist managers in operational process for opening and closing the Contact Center
Follow-up with member related issues as needed