Member Engagement Center Service Rep

RadiFi Credit Union • Jacksonville, FL

1d • Onsite

About The Position

Be a contributing member of a full-service Member Engagement Center, serving as the primary resource for a wide range of service related needs and redirection of calls. This includes performing teller transactions, member services, answering and re-directing phone calls to requested areas, assisting members with digital banking and bill pay, as well as identifying member needs for referral of products and services. Assists members with debit card disputes and fraud.

Requirements

• Minimum 6 months of customer service or prior call center work.
• A high school education or GED.
• Good listening and telephone etiquette; customer service skills, computer keyboarding and PC/technology acumen, attention to detail and good judgment.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

• Financial service experience preferred.

Responsibilities

• Handles member questions, general inquiries, and complaints, with the highest degree of courtesy and professionalism to resolve member issues with first call resolution.
• Efficiently uses resources to answer account questions, processes transactions and redirects calls, serves as members resource for general questions about products and services; multi-tasks to follow up on clerical duties which may include faxing, photocopying, imaging documentation and other office clerical duties as requested.
• Opens new sub-accounts, including preparation and processing of account paperwork, including account cards, identification, etc.
• Handles tier two or escalated member questions for debit card disputes and fraud.
• Identify sales/service opportunities to be referred to Member Engagement Center Sales and/or Investment Services department.
• Works with other departments as needed and performs other related duties as assigned.
• Attend meetings and training as assigned.
• Performs other job-related duties as assigned.
• Handles digital interactions with members, including chats, emails, online banking inquiries, phone calls, Bill Pay questions, and internal Digital Service calls.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees