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Contact Center Member Service Representative

4 months ago

Roanoke, United States Blue Eagle Credit Union Full time

Contact Center Member Service Representative Summary Title:Contact Center Member Service RepresentativeID:1-2022Location:2121 Electric Rd, Roanoke, VA 24018Department:Contact Center Description **Contact Center Member Service Representatives** serve as the Credit Union's primary contact using telephone and audio/video through the Interactive Teller Machines (ITMs). They are responsible for creating an engaging environment and an exceptional impression on all our members. Key job functions include, but are not limited to, accurately assisting members with their financial transactions, involving paying and receiving cash and other negotiable instruments through the ITM, professionally responding to member inquiries, researching requests and providing resolution, developing member relationships through sales referral opportunities, and becoming proficient in credit union regulations, policies, and procedures that daily affect the job.

**Prefer fluency in both written and spoken English and Spanish. Preference given to applicants with prior financial institution experience.**

The **must haves** for this position include:

* High School diploma or GED equivalent required

* A minimum of 1 year cash handling experience

* Past experience in positions that require attention to detail and math skills

* Engaging personality and strong communication skills, with a pleasant phone voice

* Experience with Google applications: Docs, Sheets, Gmail, Calendar

To name a few expectations, this person:

* Answers all phone calls or the ITM promptly by the second ring. Welcomes members by immediately communicating with a warm smile. Uses caller's name as soon as known, and adheres to guidelines on member security, privacy and confidentiality, always representing the Credit Union in a courteous, professional, and positive manner and appearance.

* Performs, efficiently and accurately, service requests with attention to detail and in accordance with Credit Union policies and procedures, as well as state and federal regulations. Routine transactions by phone include, but are not limited to, transfers, loan payments and other ancillary services, such as stop payments, wire transfers, check orders, direct deposit changes, address changes, home equity advances, MasterCard payments, Callipay, and other account maintenance. Routine transactions at the ITM include, but are not limited to, deposits, withdrawals, loan payments, transfers, and check cashing. Adheres to check cashing policies and obtains appropriate approvals on transactions over approved limits. Responsible for individually balancing.

* Researches and provides timely and professional resolutions to member inquiries or concerns via phone, internet or ITM by acknowledging their inquiry or concern, probing for understanding, restating to confirm, offering information or alternatives, and asking for acceptance or satisfaction. Issues include, but are not limited to, debit and credit cards, MFA lockouts, My CU, Bill Pay, PAL and mobile app troubleshooting.

* Develops and maintains member relationships by looking for sales referral opportunities while providing service. Provides advice to members on credit union products and services and may complete DocuSign forms, as well as transfer calls to Member Advisors for opening accounts and loan information. Manages member calls or sessions by timely transfers when appropriate.

* Supports the department in performing file maintenance by conducting a daily FD5 Review to assure all previous day new accounts are present, completes Skip Payment Applications, Affidavits, and Debit card orders.

* Performs and audits address changes for the Credit Union. Receives returned mail and makes necessary validation and system updates. Receives member requests by phone and from branch offices and makes appropriate changes, including addresses on all Accounts & Loans, MasterCard, Debit/ATM Cards, IRAs, and check vendors.

* Maintains knowledge of Credit Union products and services, policies and procedures, and promotions to ensure accuracy of information provided.

* Ensures state, federal, and internal policies and procedures are followed in all transactions. Ensures audit and compliance requirements are completed for CTR, and SAR reporting.

**If you are excited about this job opportunity, complete and electronically sign the application and submit it along with your resume (cover letter optional).**