Member Contact Center Representative

Publix Employees Federal Credit Union • Lakeland, FL

4h • 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.

Requirements

• Commitment to an exceptional member experience
• High School Diploma or equivalency
• 2 years of relevant experience

Nice To Haves

• 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

• 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 offering 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, identifying their needs, and offering appropriate products and services.
• Striving to provide first contact resolution and building 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 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.

Benefits

• Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
• 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: Mid Level
• Education Level: High school or GED