Member Contact Center Representative

Publix Employees Federal Credit Union • Lakeland, FL

22d

About The Position

The Member Contact Center Representative is responsible for assisting members with basic or advanced account inquiries and transactions, originating consumer loan applications, while educating members on products and services, in a high-volume contact center.

Requirements

• Commitment to an exceptional member experience
• High School Diploma or equivalency
• 2 years of relevant experience
• Knowledge of the Bank Secrecy Act and other federal laws, including but not limited to: US Patriot Act, Office of Foreign Assets and Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Responsibilities

• Responsible for providing courteous and efficient services to members via inbound calls in a contact center environment.
• Responsible for providing efficient and timely service to members via written communication channels (i.e., chat, secure home banking messages, email, etc.) as needed.
• Originate consumer loans and offer ancillary products to members when appropriate.
• Support the consumer loan process by verifying and inputting member information and collecting supporting documentation when appropriate.
• Actively listen to members, identify their needs, and offer appropriate products and services.
• Strive to provide first contact resolution and build lasting member relationships through exceptional service.
• Supports growth objectives by listening, identifying, educating and offering credit union products and services to attract and retain members.
• De-escalate upset members to aid in problem resolution.
• Protect our members’ confidential information by adhering to security and compliance procedures.
• Identify and report any suspicious behavior or suspected fraud activity.
• Educate members regarding PEFCU's electronic services.
• Assist members with electronic services, such as unlocking member accounts, Bill Pay, direct deposit inquiries, and activating debit and credit cards.
• Perform a wide variety of account maintenance and research duties including: address changes, name changes, adding/updating account set up, joint owners, or beneficiaries, closing accounts, fund transfers, processing of loan payments, wire transfers, create or modify electronic funds transfer (EFT) records, process refunds for non-sufficient funds (NSF), inactivity, minimum balance, and/or Courtesy Pay fees.

Benefits

• Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
• HUGE contributions toward dependent premiums!!
• Generous Paid Time Off program (approximately 3 weeks a year)
• 11 paid holidays per year
• 401(k) retirement plan and profit sharing
• Pay for performance incentive programs
• Time off for giving back to your community!
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED