Member Service Call Center Representative (Corpus Christi)

Randolph Brooks Federal Credit Union•Corpus Christi, TX

2d•Hybrid

About The Position

Randolph-Brooks Federal Credit Union (RBFCU) is seeking candidates for full-time employment opportunities with our Member Service Call Center team. The role offers a starting pay of $20.00 per hour, with a potential additional $2.00 per hour for bilingual Spanish/English speakers who successfully complete certification. After a period of training and performance evaluations, the representative will have the ability to work from home, provided they reside within Texas and meet specific internet and workspace requirements. The primary function of this role is to provide exceptional service to members, non-members, branches, and internal departments through various communication channels, processing transactions and inquiries in accordance with policies, procedures, and regulatory laws. The representative will identify member needs, recommend appropriate products/services, and contribute to the growth of the Credit Union by enhancing the member experience.

Requirements

High School Diploma or GED
6 months of work experience in a Call Center or Financial Institution OR Customer Service
Must be able to work a flexible Monday-Saturday schedule (Hours of operation: Monday - Friday 8:00 a.m. - 6:00 p.m. and Saturday 8:30 a.m. - 4:00 p.m.)
Must have good organizational, communication, interpersonal and sales skills, along with the ability to multi-task and manage time effectively with a close attention to detail
Attendance and promptness is pertinent
Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form
Ability to handle problems involving several concrete variables in standardized situations
Must be proficient in using PC, Microsoft applications software, Internet Explorer, and other office equipment
Capable of demonstrating the ability to multi-task, manage time effectively, be detail oriented, accept ownership, and adapt to needs of department
Self-initiate and apply logic to problem solve with few concrete variables
Must reside within the State of Texas
Must have access to a minimum internet connection as noted by RBFCU
Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided)
Must be able to provide a workspace at home that is safe, suitable for work, and within a distraction-free environment

Nice To Haves

Bilingual (English/Spanish)

Responsibilities

Creating an exceptional member experience and non-members through all contact center channels.
Communicating, multitasking, and operating contact center phone, email, and chat systems in a fast-paced, high-volume environment.
Using cognitive judgment to identify, analyze, and address all inquiries while maintaining current working knowledge of RBFCU policies, procedures, and regulatory laws.
Applying fraud detection techniques, submitting debit card fraud claims and transaction disputes to maintain and safeguard member and credit union interests and sensitive information.
Assisting and fulfilling general member transactions and inquiries on behalf of various departments, including account research, balance inquiries, deposit account transactions, opening/updating accounts, providing online banking support, consumer loan inquiries and submitting applications, and mortgage inquiries.
Discussing and recommending products and services to meet the needs of the member and the mission of RBFCU.
Identifying concerns, feedback, and recording complaint entries to improve and enhance member experiences and the brand of RBFCU.
Working with department supervisors and displaying accountability with real-time decision-making that directly impacts member interactions and accounts.
Striving to meet or exceed department goals and objectives through key performance indicators and core values.
Performing other duties as assigned.

Benefits

401(k) with matching incentives — up to 10 percent
Competitive pay
Medical, vision and dental benefits available to employees and their families from the first day of employment
Tuition reimbursement plans
Life insurance
Pharmacy discount programs
Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
Paid time off
Parental leave
Long-term disability
Basic life insurance
Wellness program
Credit-monitoring service
Employee assistance program
Training and volunteer opportunities