Member Care Representative

Keys Federal Credit Union•Key West, FL

About The Position

The Member Care Representative performs routine data entry and administration for debit and credit card services and provides efficient, accurate service to members over the phone. The role includes maintaining accounts, resolving problems, conducting loan interviews, and supporting member inquiries about financial products and services. The position handles card-related administration and transactions, including issuing and replacing cards, processing fraud disputes and rejected transactions, maintaining account records, and preparing reports. It also responds to member calls, completes transactions, researches and resolves issues, escalates priority matters, follows up on unresolved inquiries, provides consumer loan and product information, and routes calls to appropriate staff. The representative must comply with department and credit union policies and procedures, applicable regulatory requirements, and information-security and confidentiality expectations. The role has no supervisory responsibility. Duties may be added or changed, and other duties may be assigned.

Requirements

High school diploma or GED.
Two years of customer service experience.
Ability to handle numerous projects simultaneously.
Strong attention to detail.
Excellent written and oral communication skills.
Ability to communicate courteously and professionally.
Excellent problem-solving ability.
Comfort working in a sales- and goal-oriented environment.
Moderate PC proficiency.
Ability to work as a team player.
Demonstrated proficiency with word processing and spreadsheet software and ability to efficiently use other PC-based software.
Knowledge of IRA rules and regulations.
Conduct business in accordance with Bank Secrecy Act, anti-money laundering, and other regulatory requirements.

Nice To Haves

Experience working in a financial institution.
Previous call center experience.
Bilingual Spanish ability.
Knowledge of Keys Federal Credit Union’s products and services.

Responsibilities

Establish and maintain appropriate files and records on member accounts.
Process daily reports.
Process new, lost or stolen, and replacement debit and credit cards.
Process debit card fraud disputes and rejected transactions.
Print and distribute daily and monthly debit and credit card materials.
Perform administrative duties for debit and credit card programs.
Provide internal customer service to coworkers.
Respond professionally to routine member inquiries about financial products and services.
Perform routine to complex transactions accurately, promptly, and efficiently using the computer system.
Identify, research, and resolve routine to moderately complex problems and inquiries.
Identify and escalate priority issues.
Follow up promptly on member inquiries that are not immediately resolved.
Provide information on consumer loan products that best meet members’ needs.
Provide members with product and service information.
Route member calls to appropriate staff.
Comply with department and credit union policies and procedures and applicable regulatory requirements.
Protect the security and confidentiality of member information.
Perform other duties as assigned.