Service Delivery Representative
About The Position
To serve as our Members' first channel of choice along with eServices, Chat, and Secure Message channels for their financial needs, to be there for our Members when they are unsure how to proceed, and to be there for them when other channels are unable to support their needs. Our job is to be ready and willing to consistently provide World-Class Personal Service on each and every contact. Handle Member inquiries by leveraging knowledge and resources about various different products, services, processes, procedures, and policies. Navigate the internal support website to provide solutions and drive calls efficiently. Identify and collaborate with the appropriate support departments to ensure timely resolution of issues. Suggest ways that our Members can easily access and manage their accounts. Proactively identify ways to help make their lives easier by sharing the benefits of different channels to increase convenience, ease of use, efficiency, or any additional assistance our Member may need. Understand which benefits are important to our Members and suggest personalized options for Members to better access and manage their accounts. Perform account transactions and requests with accuracy, ensure your Members' needs are met by clearly answering all their questions, and seeking out assistance as needed. Maintain the confidentiality of Credit Union and Member records. Protect the security of our Members' accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions. Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices with teammembers. Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements. Serve the Membership by being familiar with products and services and provide a basic level of coverage over multiple contact center queues, such as MCC Main and payments.
Requirements
- High School Diploma or GED required
- less than 1 year of previous related experience required
- Essential communication skills include empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisor
- Listens without interrupting
- Asks questions to clarify and verify information
- Recaps transaction to ensure understanding
- Identifies essential information
- Enters information quickly
- Displays expected level of accuracy
- Summarizes transaction clearly and concisely
- Uses correct terminology
- Problem-solving skills
Responsibilities
- Handle Member inquiries by leveraging knowledge and resources about various different products, services, processes, procedures, and policies.
- Navigate the internal support website to provide solutions and drive calls efficiently.
- Identify and collaborate with the appropriate support departments to ensure timely resolution of issues.
- Suggest ways that our Members can easily access and manage their accounts.
- Perform account transactions and requests with accuracy, ensure your Members' needs are met by clearly answering all their questions, and seeking out assistance as needed.
- Maintain the confidentiality of Credit Union and Member records.
- Protect the security of our Members' accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions.
- Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices with teammembers.
- Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.
- Serve the Membership by being familiar with products and services and provide a basic level of coverage over multiple contact center queues, such as MCC Main and payments.
- Performs other duties as assigned
- Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Industry
Credit Intermediation and Related Activities
Education Level
High school or GED
