Role:
Be a contributing member of a full-service Member Engagement Center, serving as the primary resource for a wide range of service related needs and redirection of calls. This includes performing teller transactions, member services, answering and re-directing phone calls to requested areas, assisting members with digital banking and bill pay, as well as identifying member needs for referral of products and services. Assists members with debit card disputes and fraud.
Essential Functions & Responsibilities:
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Handles member questions, general inquiries, and complaints, with the highest degree of courtesy and professionalism to resolve member issues with first call resolution. Efficiently uses resources to answer account questions, processes transactions and redirects calls, serves as members resource for general questions about products and services; multi-tasks to follow up on clerical duties which may include faxing, photocopying, imaging documentation and other office clerical duties as requested.
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Opens new sub-accounts, including preparation and processing of account paperwork, including account cards, identification, etc. Handles tier two or escalated member questions for debit card disputes and fraud.
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Identify sales/service opportunities to be referred to Member Engagement Center Sales and/or Investment Services department.
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Works with other departments as needed and performs other related duties as assigned.
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Attend meetings and training as assigned.
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Performs other job-related duties as assigned.
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Handles digital interactions with members, including chats, emails, online banking inquiries, phone calls, Bill Pay questions, and internal Digital Service calls.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Knowledge and Skills
Experience
Minimum 6 months of customer service or prior call center work. Financial service experience preferred.
Education
A high school education or GED.
Interpersonal Skills
Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Other Skills
Good listening and telephone etiquette; customer service skills, computer keyboarding and PC/technology acumen, attention to detail and good judgment.
Physical Requirements
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Work Environment
The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
