Customer Service Representative

3 weeks ago


Miami, United States Educational Federal Credit Union Full time
Job Summary:

The Customer Service Representative plays a vital role in providing exceptional service to the Educational Federal Credit Union's membership. This position is responsible for assisting members with their financial needs, processing account transactions, resolving problems, and achieving referrals to meet the member's needs.

Duties & Responsibilities:
  • Provide World-Class Service: Respond efficiently and accurately to member inquiries, personalize solutions, and ensure members feel valued and supported by the Credit Union.
  • Account Information: Provide account details such as balances, deposit postings, transfer funds, return checks, availability of funds, check clearing, and statement information.
  • Member Support: Assist members with inquiries concerning ACH, Bank by Phone, Online Banking, and Bill Pay.
  • Issue Resolution: Diffuse elevated concerns or issues and escalate unresolved issues accordingly.
  • Referrals and Routing: Refer and route member calls to appropriate personnel, resources, and departments to meet their financial needs.
  • Referral Achievement: Identify and cross-sell EdFed products and services to meet member needs.
  • Call Flow Standards: Meet MCC call flow standards.
  • Performance Metrics: Meet or exceed established MCC KPI goals as established by the VP and/or Contact Center Manager.
  • Product Knowledge: Maintain knowledge of EdFed products, services, policies, and procedures.
  • Adaptability: Adapt to changing policies and procedures while maintaining high-quality work.
  • Organizational Policies: Apply organizational policies and procedures in all activities.
  • Saturday Availability: Availability to work on Saturdays.
  • Bilingual Preference: Bilingual skills in Spanish/Creole are preferred.


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