Member Experience Representative - Contact Center

Dade County Federal Credit Union•Doral, FL

7h•$22

About The Position

The Member Service Representative (MSR) will be responsible for providing quality service to our members. The MSR will seek to provide solutions to all member account related problems. This high contact person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner. The MSR helps to expand the member base by cross-selling products and services that meet their financial needs (i.e. PFP Life insurance).

Requirements

Excellent communication and organizational skills.
Proficient knowledge of PC applications, including but not limited to Microsoft Office (Excel, Word, and Outlook).
Must be highly motivated, flexible, and organized while being able to handle multiple projects and tasks.
Must have a thorough understanding of credit union/bank operations and all necessary credit union regulations.
Must be detailed oriented and display excellent mathematical skills.
Excellent telephone etiquette.
Must have a sales and service oriented mentality with a proven track record in these areas.
Flexible schedule to include evening and Saturday hours.
At least 1-3 years related experience and/or training in a bank/credit union call center/branch environment.
Must have knowledge of credit union policies, procedures, regulations, and industry practices.

Nice To Haves

Fluent in the Spanish Language is desired.

Responsibilities

Communicates with member and/or non-member in a professional, friendly, and efficient manner through either in-bound or out-bound calls.
Responds to and effectively resolves member service issues; escalates member issues to a higher authority, when necessary.
Provides excellent member service to current and potential members.
Handles all inquires on deposit accounts and loans including but not limited to: Visa credit cards, loans, mortgages, home equities, share certificates, retirement plans, bill payments/on-line banking, direct deposit, payroll deduction, and ATM/Debit cards.
Possess a thorough knowledge of Dade County Federal Credit Union products, services, policies and procedures
Effectively cross-sells credit union products and services (i.e. PFP Life Insurance).
Participates in helping to regularly meet or exceed established contact center service and productivity goals as established by the EVP and/or Contact Center Director
Regularly meets or exceeds established individual contact center productivity goals that include but are not limited to: abandon call rate percentage, number of calls answered, availability, average talk time, average time in “not ready”.
Complies with all Bank Secrecy Act (BSA) regulations and standards, attends all required BSA training.
Completes special projects and tasks as assigned.
Perform all other related duties as required.