Sr Member Experience Professional - Contact Center

Partners Federal Credit Union•Orlando, FL

5d•$22 - $33

About The Position

The Contact Center Sr Member Experience Professional is a multi-channel representative for Partners Federal Credit Union whose main responsibility is to interact and develop long term profitable relationships with our members by determining their financial needs and presenting and offering the best financial solution. Moreover, it necessitates a detail-oriented approach, coupled with strong organizational, problem-solving, and time management skills, ensuring accuracy and efficiency in managing multiple assignments and reporting requests. Excellent communication skills, encompassing listening, verbal, written, and telephone etiquette, are essential for addressing outstanding issues and technical queries across various channels effectively. Providing exceptional service to both internal Cast and external members, while soliciting feedback for service improvement, highlights the commitment to quality service delivery. The ability to maintain composure in challenging situations and effectively provide information, advice, and solutions to Cast and members fosters trust and respect at all levels. It is an expectation to work independently while fostering communication and coordination with colleagues and departments, demonstrating adaptability and teamwork. Acquiring a comprehensive understanding of relevant principles, procedures, regulations, and Credit Union policies further enhances job performance. Quick decision-making under time constraints and flexibility in a fast-paced environment are critical attributes. Upholding unquestionable integrity in handling sensitive information underscores professionalism and trustworthiness. Additional responsibilities such as escalations, monitoring, audits, training, and serving as a team lead contribute to a well-rounded approach to the role.

Requirements

Minimum Education Required to Perform Job: High School Diploma or GED
Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire: 2 to 5 Years
Specific Experience Required: 2+ years of successful sales experience with increasing responsibility
Other Training, Technical Skills, or Knowledge Required: Knowledge of the following systems: Symitar, Xperience, Springboard, Master site, Liberty/Harland Clark, ChexSystem, Visa Online, Device Manager, Check 21 (Image Center), SWBC (Pay by Phone), Zelle CST, Help Desk Portal (JIRA), Akcelerant, Card Wizard, Customer 360, Total Member Care (TMC)
Other Measurable Abilities Required: Unquestionable integrity in handling sensitive and confidential information required.
Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.
Shift Work: Monday – Saturday, Day and Early Evening Shifts

Responsibilities

Escalations: Responds to and manages escalated customer issues or concerns, ensuring resolution and customer satisfaction while adhering to established protocols and procedures.
Monitors: Oversees and tracks service metrics and performance indicators to identify areas for improvement and ensure compliance with regulatory requirements and organizational standards.
Audits: Conducts regular reviews and audits of member transactions, accounts, and procedures to detect and prevent fraud, errors, or compliance breaches, maintaining the integrity of financial operations.
Training: Provides guidance, support, and training to team members on policies, procedures, and customer service best practices to enhance skills, knowledge, and performance, fostering a culture of continuous learning and development.
Demonstrated sales and business development skills with the ability to identify customer needs and cross-sell the Bank’s products and services with confidence.
Detail oriented with strong organizational, problem-solving, data review, processing, time management skills, and a strong focus on accuracy; with the ability to manage multiple assignments, and reporting requests ensuring that priorities are set and commitments and deadlines are met.
Excellent listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate outstanding/follow up or technical issues over the phone, in person and via email.
Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service.
Ability to serve as team lead, including providing feedback, coaching others, and training.
Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments.
Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank’s policies, procedures, products, and services.
Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints.
Flexible with and accepting of change in a fast-paced environment.
3 call monitors per month
All other duties as assigned