Call Center Hybrid Position - Digital Member Support Rep

Signal Financial Federal Credit Union•Kensington, MD

1d•Hybrid

About The Position

Signal Financial is a progressive and growing Credit Union with over 18,000 members and more than $377+ million in assets. We are committed to building a new way of banking for our current and future members in the Washington Metro area. Our goal is to be a progressive multi-billion-dollar financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative, and nimble in offering distinctive products and services. The position is located at Kensington, MD headquarters. The role is hybrid, in office Tuesdays, Wednesdays, and Thursdays.

Requirements

High School diploma or equivalent required.
One year to two years of customer/member service work experience.
Excellent verbal and written communication skills
Professional eServices manner
Ability to work in a high volume environment
Ability to manage multiple projects
Good organizational skills
Significant level of trust, confidentiality, tact and diplomacy are required
Strong attention to detail
Proficiency with MS Office including Outlook, Word & Excel.

Nice To Haves

Associates degree or higher equivalent preferred
Previous contact center experience helpful.
Experience with our core system preferred

Responsibilities

Communicate with members in a courteous, professional and pleasant manner at all times; through various eServices including but not limited to video, secure message, email, chat and phone.
Assist members with inquiry resolution at first contact.
Research and resolve routine member questions.
Refer members to digital member supervisory personnel or other departments as needed.
Identify cross-sell and referral opportunities to enhance members' relationships with credit union.
Complete after interaction work accurately and efficiently.
Maintain member account information on core system.
Assure that appropriate records are maintained and required reports are prepared.
Provide necessary reports to appropriate manager or departments.
Act as a liaison between members and other credit union departments to achieve needed resolution for the member.
Complete various operational tasks including but not limited to online account opening, loan applications, payment processing and bill pay activities.
Participate in special projects within the department and organization as requested.
Continually increase and refine knowledge of credit union products, services and operations.
Participate in various training activities including webinars and online courses.
Share information with DMS team to increase team and knowledge.
Other duties as assigned