Member Experience MSR I - Contact Center

COMMUNITY FIRST CREDIT UNION OF FLORIDA • Jacksonville, FL

13d

About The Position

Community First is looking for talented individuals to join our Member Experience team. We are currently seeking Call Center Representatives who are passionate about delivering exceptional service. In this role, you will answer incoming calls from members and potential members, assist with inquiries and transactions, and route calls to the appropriate department when needed. You will maintain a strong working knowledge of Credit Union products and services, clearly communicate information to members, and actively identify opportunities to cross-sell services in alignment with established goals.

Requirements

• One year of call center experience, ideally within a financial institution
• A high school degree or equivalent.
• This role requires a warm, courteous, and service-oriented approach.
• Frequent interaction with members and colleagues, both inside and outside the organization. Additionally, the role requires tact, empathy, and clear communication. Conversations are typically brief and focused, centered on providing information, guidance, or assistance in a positive and welcoming manner.
• Comfortable discussing and cross-selling Credit Union products and services in a member-focused way
• Strong verbal communication skills with the ability to connect easily and build trust with members
• Excellent interpersonal skills and a genuine desire to help others
• Proficient in standard Windows-based business applications (e.g., Microsoft Word, Excel)
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
• Must be capable of regular, reliable and timely attendance.
• 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.

Responsibilities

• Serve as a courteous and knowledgeable first point of contact for members and potential members by answering incoming calls, responding to inquiries, processing transactions, and directing calls to the appropriate department when needed.
• Build rapport with members by actively listening, communicating clearly, and providing helpful, accurate information about Credit Union products and services.
• Maintain a strong understanding of Credit Union offerings and confidently share solutions that align with members’ financial needs.
• Identify opportunities to recommend appropriate products and services while meeting established cross-selling expectations.
• Accurately process monetary transactions and ensure members’ financial needs are met with care, attention to detail, and professionalism.

What This Job Offers

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