Digital Member Support Rep I

3 months ago

Kensington, United States Signal Financial Federal Credit Union Full time
Job DescriptionJob Description

Digital Member Support Rep I (Call Center Hybrid Position)

Signal Financial is a progressive and growing Credit Union with over 24,000 members and more than $400+ million in assets. We are committed to building a new way of banking for our current and future members in the Washington Metro area. Our goal is to be a progressive multi-billion-dollar financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative and nimble in offering distinctive products and services.

Position Description

Communicate with existing and potential members regarding their Credit Union needs. Provide members with relevant and accurate information regarding Credit Union products and services. Meet member needs by resolving complicated operational issues, referring appropriate products and services, and answering questions. Act as a liaison between members and departments. Complete various departmental operational tasks. Hybrid position: Monday - Friday, 2/3 days in office and Saturdays along with half days are remote. Potential reduced office days based on quarterly reviews.

Position Responsibilities

  • Member Assistance - Communicates with members in a courteous, professional and pleasant manner at all times; through various eServices including but not limited to video, secure message, email, chat and phone. Assist members with inquiry resolution at first contact. Researches and resolves routine member questions. Refers members to digital member supervisory personnel or other departments as needed. Identify cross-sell and referral opportunities to enhance members' relationships with credit union.
  • After Interaction Work/Member and Department Records - Complete after interaction work accurately and efficiently. Maintain member account information on core system. Assure that appropriate records are maintained and required reports are prepared. Provide necessary reports to appropriate manager or departments.
  • Department Liaison - Act as a liaison between members and other credit union departments to achieve needed resolution for the member. Complete various operational tasks including but not limited to online account opening, loan applications, payment processing and bill pay activities. Participate in special projects within the department and organization as requested.
  • Job Knowledge - Continually increase and refine knowledge of credit union products, services and operations. Participate in various training activities including webinars and online courses. Share information with DMS team to increase team and knowledge.
  • Other duties as assigned

Position Requirements

  • High School diploma required. Associates degree or higher equivalent preferred
  • One month to two years of customer/member service work experience.
  • Previous contact center experience helpful.
  • Will be required to work periodic Saturdays to provide coverage while branches are open
  • Excellent verbal and written communication skills
  • Professional eServices manner
  • Ability to work in a high volume environment
  • Ability to manage multiple projects
  • Good organizational skills
  • Significant level of trust, confidentiality, tact and diplomacy are required
  • Strong attention to detail
  • Proficiency with MS Office including Outlook, Word & Excel. Experience with our core system preferred

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.

We are proud to be an EEO/AA/Minorities/Females/Disabled/Veterans employer.

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