Contact Center Member Experience Representati
Company: Island Federal Credit Union
Location: Hauppauge
Posted on: March 17, 2023
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Job Description:
Job DescriptionJOB DESCRIPTION Job title: Contact Center Member
Experience Representative Status: Nonexempt Reports to: Contact
Center Member Experience Manager Department: Contact Center
SUMMARY:Provide solutions to Members financial needs by handling
problems, inquiries, performing transactions and suggesting credit
union products and services utilizing Island Federals preferred way
of cross-advising, all with accuracy and little supervision over
the phone and through other means of electronic communication.
Maintain a thorough knowledge of Island Federals products and
services. Flexibility to assist in other areas as needed. Exceed
Island Federals goals. Essential Duties and Responsibilities:
Evaluate new and existing Members accounts, services, and credit
report. Identify Members needs through conversation and improve
their financial well-being by advising Members about Island Federal
products and services. Obtain required documentation to process
Member loans and input loan applications. Obtain required
documentation to process and open new Membership accounts and/ or
services.Process requests for stop payments, share draft copies,
wire transfers, certificate changes, statement copies, check
orders, address changes, loan questions, etc.Respond to Members
inquiries regarding credit union products, services, and fees.
Maintain a working knowledge of all Member service electronic
channels to explain, assist and educate Members. Working in a
professional, fast-paced environment that requires accuracy,
multi-tasking and effectively communicating resolutions in an
efficient manner. Promptly responds to Member telephone & chat
questions and complaints in a professional manner and understands
how Members engage with us using online and mobile technology,
financial centers and contact centers to guide them on ways that we
can improve their financial life.Completes research and resolves
documentation errors or discrepancies. Forwards more complex
problems to Contact Center Manager.Provides general information to
Members on Credit Union policies, procedures, and programs; assist
Members with any issues, questions, problems, or complaints they
may have. Performs routine accounts transactions such as, but not
limited to, transfers, loan payments, check requests, etc.
Maintains and projects the Credit Union's professional reputation
and commitment to member service. Complies with all Credit Union
policies and procedures including those related to Bank Secrecy Act
regulations.Protect and verify identity of caller, review account
information for alerts and account irregularities.Take action and
respond to situations/patterns of activity indicating potential
fraud or abuse.Provides assistance to Members in all areas relating
to their financial needs (questions, transaction requests,
complaints, etc), while assisting them in the selection of
appropriate products and services.Exercises strong oral and written
communication skills to explain Credit Union policies and to
resolve basic Member concerns in a professional and personable
manner.Directs the calls to appropriate personnel as needed and
adheres to the standards of service quality and statistical
performance measures during all member interactions.Achieves
established goals for sales and member service rating (shops) and
sales/product goals.Participates actively in department meetings,
contributing to the development of new programs and methods to
improve effectiveness of delivery and member service.Assist with
Online and Telephone banking, including general education,
troubleshooting, resetting passwords and security questions.Utilize
consultative selling to offer financial products and services that
meet or exceed members needs.Foster teamwork by professionally
interacting with peers, supervisors, and other Island Federal
employees.Develop new business opportunities through outbound
calling, online account opening, and inbound call requests.Process
consumer loan products and services ensuring compliance with
Federal Regulations and Credit Union policies and procedures to
include and not limited to personal, auto, home equity line of
credit, and credit cards.Process consumer loan products and
services ensuring compliance with Federal Regulations and Credit
Union policies and procedures to include and not limited to
personal, auto, home equity line of credit, and credit
cards.Support the day- to- day operations and efficiencies of the
Contact Center.Utilize cross departmental resources to include
software, websites, and processes to ensure first call
resolution.Utilize the phone system to forward, transfer, and
conference calls to efficiently assist and solve Member
concerns.Serves as front line deterrent against fraud and theft,
protecting Members and the Credit Union.Perform all other duties as
assigned by management, and report to other branches as
requiredKNOWLEDGE, SKILLS, AND ABILITIES:Complete and thorough
knowledge of all products and services of Island Federal.Ability to
communicate professionally across all Member service channels with
members, co-workers, supervisors, and business contacts in a
courteous and professional manner. Ability to grow Member
relationships through cross-advising.Ability to communicate in a
calm and professional manner, especially during high volume times
and dealing with agitated Members.Obtain Nationwide Mortgage
License (NMLS).Ability to work with minimal supervision.Ability to
see well enough to read reports and use computer.Ability to hear
well enough to communicate on the phone.Ability to sit, stand,
walk, bend, lift, push, pull and carry. Lifting/Pulling Carrying
may incur up to 30-50 pounds on an occasional basis.Driving may be
required for occasional travel between Island Federals
branches.EDUCATION AND EXPERIENCE:High School graduate or
equivalent Prior Telephone service experiencePrior Sales
experience
Keywords: Island Federal Credit Union, Stamford , Contact Center Member Experience Representati, Other , Hauppauge, Connecticut
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