Member Service Call Center Representative (Corpus Christi)

Randolph Brooks Federal Credit Union•Corpus Christi, TX

1d•Hybrid

About The Position

Randolph-Brooks Federal Credit Union is seeking candidates for full-time employment opportunities with their Member Service Call Center team. The role offers a starting pay of $20.00/hour, with an additional $2.00 per hour for employees who are bilingual in Spanish and English and successfully complete the RBFCU Bilingual Spanish/English certification. After a period of training and performance evaluations, the representative will have the ability to work from home. Training will be conducted at the Staples branch location in Corpus Christi, Texas. Applicants who work from home must reside within Texas and have the capability to perform all job duties from their home. This requires a reliable home internet provider with the ability to hard wire a connection directly to the modem (Ethernet cable will be provided), and a safe, suitable, distraction-free workspace at home. As a Member Service Call Center Representative, the primary responsibility is to provide exceptional service to members, non-members, branches, and internal departments through multiple communication channels. This includes processing a variety of transactions and inquiries in accordance with policies, procedures, and regulatory laws with supervision. The role also involves identifying member needs and recommending appropriate products/services or solutions to enhance the member experience and contribute to the growth of the Credit Union.

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

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 all other duties as assigned.