Inbound Call Center Representative

Great Lakes Credit Union•Bannockburn, IL

16h•$20 - $31•Onsite

About The Position

The Member Care Specialist is responsible for performing all duties with a high proficiency level, providing exceptional service to all members and potential members within all contact center channels. Acts as the members' most valued financial partner, taking every opportunity to understand and assess their financial needs and goals. Maintains positive working relationships by supporting the Standards of Greatness. Supports sales and service efforts by advising members of appropriate products and services utilizing E.A.R.N. model skills which help them achieve their financial goals and maintain their accounts. Performs all duties with accuracy and remains in compliance with federal and state laws, rules and regulations, and complies with GLCU's policies and procedures.

Requirements

1 year experience in a call center environment or financial institution.
Proficient in all of the Member Contact Center functions and responsibilities and has completed all 3 phases of training.

Responsibilities

Handles a wide variety of member requests and inquiries.
Utilizes appropriate security measures to identify members and protects against fraud.
Maintain a thorough understanding of our products and services to assist members effectively.
Actively listens and asks questions to determine member needs; identifies and recommends appropriate solutions, presenting features and benefits of products and services.
Seeks opportunities to attract, retain, and expand member relationships.
Uses sound judgment to handle complex account inquiries and practices good decision-making skills to perform one contact resolution whenever possible.
Performs all duties with a high level of accuracy and attention to detail, accurately documenting member interactions and transactions in the core system.
Identifies and uses appropriate software and tools to troubleshoot concerns regarding digital services, cards, transactions, payments and special accounts.
Assist members in navigating online banking and mobile app services, troubleshooting issues, and guiding them through various digital transactions.
Investigates and resolves member concerns, providing appropriate advice and counseling to member inquiries and problems.
Effectively diffuses irate members and situations with patience and tact.
Identifies and reports potential fraud or suspicious activities and educates members on best practices for safeguarding their accounts.
Provides feedback to leadership on issues affecting members’ experience or disrupting operations.
Works with other credit union team members to proactively meet member needs in a responsive, efficient manner across department lines.
Consistently achieves individual goals and contributes to department and credit union success.
Responsible for maintaining compliance with all applicable federal, state, and local rules and regulations, and following all GLCU policies, procedures and internal controls.
All other duties as assigned.