Member Service Call Center Representative (San Antonio)

Randolph Brooks Federal Credit Union•San Antonio, TX

About The Position

Randolph-Brooks Federal Credit Union is hiring a full-time Member Service Call Center Representative, starting at $20.00 per hour. After a period of training and performance evaluations, employees may be able to work from home; the timeframe varies. Training takes place at the RBFCU Administrative Service Center in Live Oak, Texas. Employees working from home must reside in Texas, meet RBFCU’s minimum internet requirements, have reliable internet with the ability to connect directly to the modem by Ethernet, and provide a safe, suitable, distraction-free workspace. The representative provides service to members, non-members, branches, and internal departments through multiple communication channels. The role processes transactions and responds to inquiries in accordance with RBFCU policies, procedures, and regulatory laws, with supervision. Representatives identify member needs and recommend appropriate products, services, or solutions to enhance the member experience and contribute to the Credit Union’s growth. Bilingual employees may earn an additional $2.00 per hour after successfully completing RBFCU’s Spanish/English certification.

Requirements

High school diploma or GED.
At least 6 months of work experience in a call center, financial institution, or customer service.
Ability to work a flexible Monday–Saturday schedule during the stated operating hours: Monday–Friday, 8:00 a.m.–6:00 p.m.; Saturday, 8:30 a.m.–4:00 p.m.
Good organizational, communication, interpersonal, and sales skills; ability to multitask and manage time effectively with close attention to detail.
Reliable attendance and punctuality.
Ability to understand and carry out written, oral, and diagram-form instructions using common sense.
Ability to handle problems involving several concrete variables in standardized situations.
Proficiency with a PC, Microsoft applications software, Internet Explorer, and other office equipment.
Ability to accept ownership, adapt to department needs, self-initiate, and apply logic to problem-solving.
For work-from-home eligibility, residence in Texas, compliance with RBFCU’s minimum internet connection requirements, reliable home internet with a direct Ethernet connection to the modem, and a safe, suitable, distraction-free workspace.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Provide an exceptional experience to members and non-members through contact center channels.
Communicate, multitask, and use contact center phone, email, and chat systems in a fast-paced, high-volume environment.
Identify, analyze, and address inquiries using current knowledge of RBFCU policies, procedures, and regulatory laws.
Apply fraud detection techniques and submit debit card fraud claims and transaction disputes to safeguard members’ and the Credit Union’s interests and sensitive information.
Handle general member transactions and inquiries, including account research, balance inquiries, deposit transactions, opening or updating accounts, online banking support, consumer loan inquiries and applications, and mortgage inquiries.
Discuss and recommend products and services that meet member needs and RBFCU’s mission.
Identify concerns and feedback, and record complaint entries to improve member experiences and the RBFCU brand.
Work with department supervisors and be accountable for real-time decisions affecting member interactions and accounts.
Strive to meet or exceed department goals and objectives through key performance indicators and core values.
Perform other duties as assigned.