Member Contact Center Representative I

Empower Federal Credit Union•Syracuse, NY

2d•$20 - $30•Hybrid

About The Position

This position is responsible for researching, resolving, and responding to a wide variety of member inquiries and requests through multiple communication channels (phone, email, chat). The role requires professionalism, service excellence, and sales skills to build and deepen member relationships. The employee will contribute to the introduction of tailored products and services that meet members' needs, while ensuring a high standard of service quality.

Requirements

1 to 3 years of relevant experience, including roles such as: Customer service representative in a financial institution, Member support or service agent in a contact center environment, Retail associate handling customer transactions and relationships, Technical support role assisting with banking or financial applications
A high school diploma or GED is required.
Proficiency in spreadsheets and word processing software, with the ability to use a PC and office equipment.
Strong verbal and written communication skills.
Excellent problem-solving skills, with a keen attention to detail.
Ability to multitask and prioritize in a fast-paced environment while maintaining high service standards.
Courtesy, tact, and diplomacy are essential elements of the job.
Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

Responsibilities

Respond to and resolve member inquiries and issues across multiple channels, including phone, email, and chat.
Handling balances, transfers, and payments
Assisting with electronic banking enrollments
Resolving password resets and account lockouts
Troubleshooting bill pay issues
Managing Courtesy Pay and check orders
Addressing lost or stolen debit/credit cards, card PIN resets, and new/replacement card orders
Adding or removing travel notes and researching card declines
Processing fee refunds within established limits
Ensuring compliance with security protocols and service standards to verify member identity and maintain confidentiality
Recommend appropriate products and services based on member needs, fostering long-term relationships and delivering value.
Meet or exceed established performance goals related to service quality, member interactions, and response times.
Ensure any changes to schedules or goals are approved by a manager.
Participate in continuous professional development to improve service quality.
Complete role-specific BSA compliance training by specified deadlines.
Perform all other duties as assigned.