Customer Service

2 weeks ago

Denver, United States Rocky Mountain Law Enforcement Federal Credit Union Full time
The ROCKY MOUNTAIN LAW ENFORCEMENT FEDERAL CREDIT UNION has an opening for a Digital Services Specialist/Customer Service Representative to assist members with their banking needs. This person must have excellent phone and email communication skills. Previous experience working at a credit union or bank is preferred. Training will be provided on Credit Union policies and services. This is not a remote position. The position is in office at the Credit Union branch located at 700 W. 39th Ave., Denver, CO.

The Credit Union offers room to grow and advance. Our policy is to promote from within. In addition to a competitive salary, the Credit Union offers a comprehensive health benefits package, a generous PTO plan, paid holidays, and eligibility for participation in the 401K plan.  Pay range is from $22.00 to 30.52 per hour and will commensurate with experience, the position is non-exempt. Credit Union hours are Monday - Friday from 8:00 am to 5:00 pm with an occasional start time of 7:00 am. 

Summary:
Responsible for performing and understanding all functions and duties in Digital Services Department. This position is part of developing our Digital Branch and includes the functions required to ensure members experience the best banking platform we can give them. Attendance and punctuality a must.

Essential Duties and Responsibilities:
  • Provide information to members on Credit Union products
  • Assist members with questions on their accounts
  • Assist members with online banking, mobile applications, bill pay, remote deposits, wire transfers, Zelle money transfers, ACH transactions, stop payments
  • Research transactions 
  • Open new accounts
  • Ensure CIP and OFAC procedures are properly being followed when assisting members
  • Perform all card controls including ordering, blocking, closing, replacement of lost and stolen cards, restricting usage, issuing additional cards. Research problems related to member(s) accounts and handles inquiries, problems, disputes, adjustments.
  • Respond to member communication (phone, e-mail, letters) and process requests.
  • Review and investigate chargeback (fraud/disputes) and retrieval cases on behalf of our members.
Quality Control: 
  • Research Credit Union communications in multiple platforms to ensure quality service is provided to members. Provide feedback to employees or managers as needed when issues are found.
Performance Standards:
  • Ensure records are accurate and well documented for internal/external audit purposes.
  • A professional attitude and cooperation with other employees.
  • Highly organized, self-motivated, works independently, and detail oriented.
  • Excellent member service skills.
Attention to quality of work:
  • Ability to be flexible and prioritize duties.
  • Multi-tasking to perform various tasks and other duties as directed.
  • Comply with all published directives and expectations in the RMLEFCU Employee Handbook.
Qualification Requirements:
  • Provide courteous, friendly, timely and professional service to Credit Union members and staff in an accurate manner.
  • Maintain a professional work environment and appearance.
  • Strong verbal and written communication skills, including ability to handle escalated phone calls
  • Master all assigned tasks and goals.
  • Support all internal and external educational opportunities.
Education and/or Experience:
  • Two (2) or more years of recent and related work experience in the areas of banking, credit union, and customer service.  
  • Equivalent to a high school education or completion of a specialized course of study at a business or trade school.
Skills Required:
  • A significant level of trust and diplomacy is required, in addition to a normal courtesy and tact.
  • Work involves extensive personal contact with others and/or is usually of personal or sensitive nature.
  • Outside contact becomes important and fostering sound relationships with other entities (companies and/or individuals) become necessary.
  • Proficient with Microsoft Word and Excel.
Work Environment:Essential duties are performed in a general office work environment and regularly require sitting at a workstation/desk while completing paperwork or using a computer, calculator, copier, fax machine and other office machines and equipment. 

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