Member Experience Representative

Via Credit Union • Marion, IN

1d • $24 - $30 • Onsite

About The Position

Via Credit Union is seeking a Member Experience Representative. The Representative provides member support, information and service, in a call center, concerning the credit union and its products and available services to credit union members and potential members ensuring the highest quality of member service.

Requirements

• High School Diploma or equivalent
• Basic computer experience required
• Exceptional telephone skills and ability to handle multiple telephone lines.
• Successfully pass a comprehensive background check and be in good financial standing as a condition of employment and to remain in such standing. “Good financial standing” means that the employee is current on all payments due to Via Credit Union or any other creditors and is in compliance with all applicable laws relating to financial crimes.

Nice To Haves

• Prior contact center and Via Credit Union experience preferred
• Prior teller experience preferred

Responsibilities

• Providing general and specific service-related information by phone, live chat, and all other electronic member contact points to potential and existing members concerning the Credit Union’s products, services and policies. Provides information including eligibility for membership, types of Credit Union accounts, interest rates, current dividend rates, current promotions, and branch locations and hours, and services.
• Educating members on use of Credit Union convenience products including online banking, mobile banking, remote deposit capture, Shared Branching, ACH, ATMs, telephone banking, debit cards, ATM cards, VISA and Phone Payments (ECM.TRAN).
• Taking ownership of member issues to resolution, working with other departments as needed.
• Communicates information in a manner that safeguards the Credit Union and maintains positive member relations. Escalates issues outside of authority level properly, providing all pertinent information.
• Expertly handling routine member requests including ordering and statusing ATM, Debit cards and VISA cards, EFT and EFT transfers, automatic payment transfers, IRA & HAS transfers and withdrawals, ordering checks, processing phone payments, account balance and history information, dispersing calls as needed, and account reconciliation assistance.
• Troubleshooting reported fraud and advising members of next steps.
• Keeping current on policies, procedures and changes pertaining to the Retail Delivery channel by using the Intranet/Internet, e-mail and other training and information tools available. Keeps abreast of changes in general policies and procedures, products, and rates.
• Follow established quality control practices to ensure error-free work.
• Adhering to safety and security programs designed to minimize loss relating to fraud. Follows and contributes to effective Credit Union security by monitoring all Retail Delivery functions and ensures that member information and computer systems are always secure.
• Following and supporting all compliance rules, regulations, and policies.
• Ensuring that the Member Experience Center balances at the close of each day and that all calls have been answered before logging off the phones.
• Adheres to all compliance standards set forth by Federal and State laws including, but not limited to: BSA, Money Laundering, Regulation CC and privacy of member information. Completes annual training, where applicable, to remain current with regulations and compliance procedures. Maintains and demonstrates practical knowledge of branch and/or facility security procedures to ensure the safety and soundness of the credit union.
• Performs other duties as assigned by the Vice President of the Member Experience Center.

Benefits

• Health, Life & Disability Coverage
• Affordable medical, dental, and vision (employer co-pay)
• Prescription Drug Plan included in the medical insurance
• Employee Assistance Program included in the medical insurance
• Flexible Spending Account – Dependent Care & Unreimbursed Medical
• Basic Life Insurance (employer paid)
• Voluntary Life & AD&D
• Long Term Disability (employer paid)
• Travel AD&D (employer paid)
• Vacation
• Sick: 72 hours annually
• Unused hours rolled over to a Sick Bank
• Personal: 16 hours annually
• Free Saturday (after 1 year)
• Holidays: 9 paid holidays
• Community Service Day: Employer paid
• Bereavement Pay
• Competitive Pay
• Annual Performance Reviews
• Incentive Pay: Some positions qualify for incentive pay
• 401(k): Safe Harbor Non-Elective (employer paid)
• Elective Deferral: Employee contribution, minimum of 1%
• Company Match: Employer contribution, dollar for dollar, up to 3% of annual compensation
• Discretionary Profit Sharing

What This Job Offers

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