Digital Member Services Representative I

1 month ago

Valencia, United States Logix Federal Credit Union Full time

Overview:

The Digital Member Services Rep I (or II) is responsible for providing an excellent level of service to both members and co-workers in a contact center environment. Through effective communication and thorough knowledge of our products and services, the Digital MSR I satisfies our members needs and effectively resolves members concerns. The Digital MSR I personifies our Promise Principles of Personal, Professional and Proactive.

Responsibilities:
  • Responsible for supporting customers via chat, video chat, and emails from the members phones or the companys website.
  • Performs and interacts daily with visitors on the companys website (via online chat software) and will be expected to provide exceptional customer support in real-time.
  • Provides general support for digital queues, including Chatbot, Chat, SMS, On Screen Voice, Video and email.
  • Troubleshoot and resolve escalated sign-in and general navigation issues presented by members and employees.
  • Troubleshoot and resolve device-related issues.
  • Works and completes requests for all electronic communications from the members through Online Banking Message Center, the companys website, and Secured messages from Co-Op Member Center.
  • Compiles monthly data and prepares to report on eServices channel usage and member services center secure message volume.
  • Assists in the handling of MSC Service Requests and Call Center PROD fulfillment.
  • Helps Member Services inbound team answer member phone calls, as needed, during heavy call volume.
  • This position will have the working hours of 10:00am-7:00pm
Qualifications:

Education

Min/Preferred: Preferred

Education Level: 4 Year / Bachelors Degree

Description: Bachelors Degree preferred.

Experience

Minimum Years of Experience:0

Preferred Years of Experience:2

Comments: Must have 0-2 years of relevant working knowledge of call center or customer service experience.

Knowledge, Skills & Ability Must be able to type 20-30 wpm typing speed. Must have excellent attention to detail and accuracy in typing. A working knowledge of the Microsoft Office suite of products including the ability to use Internet browser software. A demonstrated aptitude for learning new systems, skills & processes. Experience in troubleshooting basic smartphone and web browser issues preferred. A proven ability to work in a fast-paced, deadline-driven environment. The ability to multi-task with attention to detail. Excellent verbal & written communication skills. Superior customer service skills.

Corporate Values:

Practice open Communication with all levels;

Be Accountable by taking ownership of customer issues and responsibility for ones actions;

Foster Teamwork by cooperating and collaborating with other employees;

Seek ways to make the workplace Fun for oneself & others;

Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;

Work with a Service Orientation by having a genuine concern for the needs of ones customers and by being friendly, professional and following through on commitments; and

Demonstrate Humility in all interactions and remember to leave ones ego at the door when one arrives to work.

Disclaimer:

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.

Pay Range:
USD $19.21 - USD $28.82 /Hr.

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