Member Service Call Center Representative - Corpus Christi

Randolph-Brooks Federal Credit Union (RBFCU) is seeking dedicated candidates for full-time employment opportunities within our Member Service Call Center team, starting at a competitive rate of $20.00 per hour. This position offers the flexibility to work from home after completing a training period and performance evaluations, which may vary in duration. Initial training will take place at our Staples branch located at 5253 S. Staples, Corpus Christi, Texas 78411. It is essential that applicants who wish to work from home reside within the State of Texas and possess the capability to perform all job functions from their home environment. To ensure a successful remote working experience, employees must have access to a reliable internet connection that meets RBFCU's minimum requirements, including the ability to hardwire a connection directly to the modem (an Ethernet cable will be provided). Additionally, candidates must create a safe and suitable workspace at home that is free from distractions. As a Member Service Call Center Representative, you will play a crucial role in delivering exceptional service to our members, non-members, branches, and internal departments through various communication channels. Your responsibilities will include processing a wide range of transactions and inquiries in accordance with established policies, procedures, and regulatory laws, all while under supervision. You will be tasked with identifying member needs and conducting your duties in a manner that enhances the RBFCU brand and contributes to the growth of the Credit Union by recommending appropriate products and services to improve the member experience. In this role, you will be responsible for creating an exceptional experience for both members and non-members through all contact center channels. You will need to effectively communicate, multitask, and operate contact center phone, email, and chat systems in a fast-paced, high-volume environment. Utilizing cognitive judgment, you will identify, analyze, and address inquiries while maintaining a current understanding of RBFCU policies, procedures, and regulatory laws. You will also apply fraud detection techniques, submit debit card fraud claims, and manage transaction disputes to protect both member and credit union interests. Your duties will include assisting with general member transactions and inquiries on behalf of various departments, such as account research, balance inquiries, deposit account transactions, and providing support for online banking and consumer loan inquiries. You will also educate members on self-service options available through RBFCU.org and the RBFCU Mobile App, while identifying concerns and feedback to enhance member experiences and the RBFCU brand. Collaboration with department supervisors and accountability in real-time decision-making will be essential to positively impact member interactions and accounts. You will strive to meet or exceed department goals and objectives through key performance indicators and core values, while fostering strong relationships with co-workers, management, and other departments. Proficiency in various software applications, including DNA-Prod, DSI Avaya Marquee, Loans PQ, Workday, Calabrio, WireExchange, Onbase, Call Monitoring Software, Twilio, and Twilio Cloud Alerts, will be required to perform your duties effectively. Please note that essential functions, responsibilities, and programs may change, or new ones may be assigned at any time with or without notice.