Member Contact Center Rep II

4 weeks ago

Lakeland, United States Publix Employees Federal Credit Union Full time

Publix Employees Federal Credit Union (PEFCU) was established over 60 years ago to provide financial services with lifetime value to Publix Super Markets, Inc. employees and their families.

PEFCU Benefits/Perks:

  • Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage
  • Generous Paid Time Off program (approximately 4 weeks a year)
  • 11 paid holidays per year
  • 401(k) retirement plan and profit sharing
  • Pay for performance incentive programs
  • Time off for giving back to your community
  • Tuition reimbursement
  • And much, much more
We are committed to improvement, driven by feedback, and focused on organizational growth.We expect and demonstrate our values (Caring, Inclusive, Transparent, Innovative, and Accountable) every day, creating an environment where all associates can add value and feel valued.

Find your value here as a...

Member Contact Center Representative II

The Member Contact Center Representative II is responsible for assisting members with advanced account inquiries and transactions, originating consumer loan applications, and promoting Credit Union services and products in a high-volume contact center.

What you will do...
  • Responsible for providing courteous and efficient services to members via inbound calls in a contact center environment.
  • Responsible for providing efficient and timely service to members via written communication channels (i.e., chat, secure home banking messages, email, etc.) as needed.
  • Originate consumer loans and offer ancillary products to members when appropriate.
  • Support the consumer loan process by verifying and inputting member information and collecting supporting documentation when appropriate.
  • Actively listen to members, identify their needs, and offer appropriate products and services.
  • Strive to provide first contact resolution and build lasting member relationships through exceptional service.
  • Supports growth objectives by listening, identifying, educating, and offering credit union products and services to attract and retain members.
  • De-escalate upset members to aid in problem resolution.
  • Resolve account discrepancies by performing file maintenance and account changes
  • Adhere to PEFCU's core values and member experience standards in every member interaction.
  • Protect our members' confidential information by adhering to security and compliance procedures.
  • Identify and report any suspicious behavior or suspected fraud activity.
  • Educate members regarding PEFCU's electronic services.
  • Assist members with electronic services, such as unlocking member accounts, Bill Pay, direct deposit inquiries, and activating debit and credit cards.
  • Perform a wide variety of account maintenance and research duties including: address changes, name changes, adding/updating account set up, joint owners, or beneficiaries, closing accounts, fund transfers, processing of loan payments, wire transfers, create or modify electronic funds transfer (EFT) records, process refunds for non-sufficient funds (NSF), inactivity, minimum balance, and/or Courtesy Pay fees.
What you need....
  • Commitment to exceptional member experience
  • Ability to learn and utilize multiple software systems simultaneously
  • Prior experience originating loans and selling the benefits of membership with advanced knowledge of loan origination systems.
  • Must demonstrate mastery of all skills of the Member Contact Center Rep I and have completed the Member Advocate training, or have already held the position of Member Advocate
  • Demonstrated proficiency on a variety of systems such as Symitar, Synergy, Payrazr, iPay, and Genesys
  • Performs work under direct supervision. Handles complex issues and problems, and refers only the most complex issues to higher-level staff. Possesses working knowledge of subject matter.
  • Ability to effectively communicate, interact, and work with individuals and groups.
  • Ability to build relationships, resolve conflict, foster respect while working with others to achieve goals.
  • Knowledge of the Bank Secrecy Act and other federal laws, including but not limited to: US Patriot Act, Office of Foreign Assets and Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act
  • High School Diploma or equivalency
  • 2 years of relevant experience in a financial institution
  • Knowledge of the Bank Secrecy Act and other federal laws, including but not limited to: US Patriot Act, Office of Foreign Assets and Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
What's in it for you...
  • Competitive pay
  • Pay for performance incentive program
  • Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage
  • Stellar benefits/perks
  • Work/life balance


Apply now

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