MEMBER CONTACT CENTER REP

Freedom Credit Union • Springfield, MA

76d

About The Position

The position involves receiving incoming calls and determining the products, services, or resources that the caller requires or could benefit from. The role provides direct support services to members or connects them with the appropriate staff representative.

Requirements

• Two years of similar or related experience, including time spent in preparatory positions.
• Computer experience necessary with knowledge of credit union systems (insight, etc.).
• Bilingual highly preferred.
• A high school degree or GED is required.

Responsibilities

• Answer incoming calls, determine the needs of the caller, and verify the caller's identity, minimizing the caller's time and effort in resolving their concern.
• Identify products/services that might be beneficial to customers and provide information about their value and benefit.
• Perform teller functions for members, such as transferring funds between accounts and/or loans, stopping payments, closing and reordering debit cards, providing balances and last five transactions, reissuing and resetting pin numbers, and processing loan or credit card payments.
• Cross-sell Virtual Branch and bill pay services and assist members in setting up Virtual Branch enrollment and understanding the e-statement process and mobile banking systems.
• Regularly interface with other departments to research and resolve complex member issues and disputes in a timely and effective manner.
• Perform member maintenance functions as time allows.
• Assist with the monitoring and daily maintenance of the IBanking system, Mobile banking system, and Remote Deposit Capture Services.
• Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

What This Job Offers

• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED