Member Contact Center Representative (Part time)

Publix Employees Federal Credit Union•Lakeland, FL

12d•Onsite

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. This is an onsite position in Lakeland, Florida. Hours: shifts available Monday through Friday between 8:00 am to 5:00 pm. Availability to work shifts on Monday and Wednesday required.

Requirements

Previous banking or customer service experience preferred
Commitment to exceptional member experience
Ability to learn and utilize multiple software systems simultaneously
Demonstrated proficiency in the use of multiple systems simultaneously
Performs work under direct supervision. Handles complex issues and problems and refers only the most complex issues to higher-level staff.
Ability to effectively communicate, interact, and work with individuals and groups.
Ability to build relationships, resolve conflict, foster respect while working with others to achieve goals.

Responsibilities

Providing courteous and efficient services to members via inbound calls in a contact center environment.
Providing efficient and timely service to members via written communication channels (i.e., chat, secure home banking messages, email, etc.) as needed.
Originating consumer loans and offer ancillary products to members when appropriate.
Supporting the consumer loan process by verifying and inputting member information and collecting supporting documentation when appropriate.
Actively listening to members, identify their needs, and offer appropriate products and services.
Striving to provide first contact resolution and build lasting member relationships through exceptional service.
Supporting growth objectives by listening, identifying, educating and offering credit union products and services to attract and retain members.
De-escalating upset members to aid in problem resolution.
Protecting our members’ confidential information by adhering to security and compliance procedures.
Identifying and reporting any suspicious behavior or suspected fraud activity.
Educating members regarding PEFCU's electronic services.
Assisting members with electronic services, such as unlocking member accounts, Bill Pay, direct deposit inquiries, and activating debit and credit cards.
Performing 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.