Information Center Member Service Specialist I, Full-Time, Remote (MA, NH, GA only) $20.50/hour

Digital Federal Credit Union

12h•Remote

About The Position

The Information Center Member Service Specialist I provides quality service to internal and external members through various communication channels, including phone, email, web chat, and social media. This role involves accurately processing transactions and other member requests in a timely manner. Specialists are expected to understand and explain all DCU products and services, identify members' needs, and cross-sell appropriate products.

Requirements

High School diploma or equivalent
Minimum 6 months of call center or banking experience
Strong interpersonal skills
PC Skills
Ability to multitask

Nice To Haves

Spanish Speaking a plus

Responsibilities

Provide Service Excellence to both external and internal members. Meet service expectations as outlined in the Service Excellence Scorecard
Meet expectations for all contact center related statistics, including but not limited to measurement of Available Time, Schedule Adherence, AUX time and After Call Work
Help to meet the financial needs of new and existing members by building strong relationships and recognizing potential referral opportunities and successfully completing qualified referrals of products and services
Participate in performance development by being receptive to constructive coaching feedback from Performance Leads, Assistant Managers, Managers and Peers
Foster teamwork and strive to strengthen relationships between the Information Center staff and staff in DCU's support departments
Accurately process transactions, file maintenance and all other member requests
Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Union
Perform other job-related duties as assigned or requested.
Complies with regulatory compliance and assigned training requirements.