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Customer Service Representative

2 months ago

Dublin, Ohio, United States BMI Federal Credit Union Full time
About BMI Federal Credit Union

BMI Federal Credit Union is a not-for-profit, financial cooperative providing banking services to our member-owners. Our goal is simple - to improve the financial well-being of our members and our community.

Job Summary

We are seeking a highly skilled and customer-focused Contact Center Representative to join our team. As a Contact Center Representative, you will be responsible for providing exceptional service to our members through various communication channels, including phone, email, and chat.

Key Responsibilities
  • Provide first contact via telephone or electronic messaging to build rapport with members, process requests, respond to inquiries, and resolve issues with accuracy.
  • Assess situations, apply sound judgment, and use troubleshooting skills to assist members.
  • Look for opportunities to introduce products and services to help members financially.
  • Develop and retain a broad range of knowledge of all Credit Union products and services, from both a technical and information standpoint.
  • Manage and utilize time efficiently to ensure service quality and member satisfaction.
  • Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing differing sources as necessary.
  • Assist in online banking access, including troubleshooting problems and errors for device and browser issues.
  • Research and assist with card problems (VISA, VISA debit, and STAR) maintenance and problems, including disputes and tokenization.
  • Take loan applications to submit to the Lending department.
  • Research ACH issues and locate originators.
  • Assist managers in operational process for opening and closing the Contact Center.
  • Follow-up with member-related issues as needed.
Requirements
  • High school diploma or equivalent required.
  • 1-3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered.
  • Understand and follow BMI FCU policies/procedures complying with federal regulations, including but not limited to: Bank Secrecy Act, Anti-Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707).
  • Exceptional customer service skills.
  • Excellent communication (both verbal and written) and interpersonal skills.
  • Ability to balance multiple tasks and changing priorities with high attention to detail.
  • Strong analytical and problem-solving skills.
  • Ability to work effectively in a team environment.
  • Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment.
  • Have an elevated understanding of computer operating systems and browsers to assist members with online access and troubleshooting.
  • Basic math skills.
  • Possess a professional demeanor.
  • Ability to receive and maintain confidential information.
  • Knowledge of solution-driven sales process.
Work Environment

Office environment.

Qualifications and Skills Requirements

Please note that this position is currently accepting applications.