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Member Contact Center Specialist I

2 months ago

Montgomery, United States ASE Credit Union Full time
Job DescriptionJob Description
Role

Responsible for accurately processing online membership applications, sub-accounts, and other online application requests. Assists the call center by answering incoming calls as needed. Assists members with a variety of products and services and presents additional products, services, or resources to the members. Provides friendly, professional, and confidential service to members while providing online convenience.

Major Duties and Responsibilities
35%

Reviews membership applications for eligibility and service privileges. Contacts members to acknowledge applications and discuss products and services available, including additional account options, online banking, e-statements, overdraft options, direct deposit, and ACH information. Maintains the Workbox online account queue. Assists with a wide variety of member services, including account questions, fraud, dispute questions, and stop payments.

35%

Reviews and processes requests for sub-accounts, disputes, and check orders. Mails Call 24 checks, researches and responds to Contact Us emails. Processes and obtains proper documentation of name changes and address change requests.

20%

Assists the Call Center with incoming calls, and emails to ensure a high service level within the call center and loan center. Generates and sends templates to the appropriate department or branch location based on members' needs.

5%

Comply with all company policies, procedures, and service standards. Comply with applicable laws and regulations.

5%

All other job responsibilities as assigned by management.

Knowledge and SkillsExperience

One or more years of call center, financial services, or similar experience required.

Education/Certifications/Licenses

High school degree or GED required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Ability to communicate information of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance. Ability to develop and foster strong working relationships with team members and members to ensure we are achieving the overall mission and vision of the credit union. Incorporate core values into daily activities and decisions.

Other Skills

Good written and oral communication skills Time management skills Ability to prioritize and multitask Logic and reasoning skills Attention to detail Microsoft Office

ADA RequirementsPhysical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

ASE Credit Union is an Equal Opportunity Employer



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