Call Center Representative

POSITION PURPOSE

The overarching objective for this position is to ensure that Neighborhood Credit Union is providing an excellent member experience by responding promptly and accurately to member’s concerns and offering additional products and services that will enhance member’s financial wellbeing. The Member Services Representative is the first point of contact for inbound/outbound member calls and is responsible for delivering an outstanding service experience in our call center environment. This motivated problem solver will focus on providing timely and accurate solutions using multiple software platforms and will seamlessly navigate systems to resolve member concerns and exceed expectations. Our highly engaged MRS will perform a broad array of support services such as promoting credit union products, resolving disputes, handling transactions, or assisting the member with usage of online and mobile services.

The services will include but are not limited to updating account information for adding or removing account services, opening and closing accounts; responding to inquiries about rates and renewals, including IRA accounts; resolving savings, checking, and loan account concerns, discrepancies and disputes; assisting members with logging into Online and Mobile banking, utilizing the Digital Assistant, chat, and chatbots; responding to inquiries about the Online services offered; performing approved transactions such as transferring funds, mailing a check withdrawal, assisting members with bank-to-bank wire services, retrieving prior periodic statements, and other monetary and non-monetary requests. Responds to questions about credit, debit, checks, ACH, Zelle, and other payment services, and all other products and services.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Creates an exceptional member experience with effective and timely performance of assigned functions.
   • Uses professional phone etiquette to serve as a knowledgeable, friendly, and caring resource for members, providing excellent service in a high call volume environment.
   • Actively listens to members' needs, asks probing questions to understand the concern and ensures operational issues are addressed and members are successfully able to utilize deposit and loan products, and all other account services.
   • Effectively and accurately handles a wide range of deposit account inquiries, transactions, and/or maintenance needs related to account updates, discrepancies, research, etc.
   • Effectively and accurately handles a wide range of general loan product inquiries, transactions, and/or maintenance needs related to rates, terms, payments, insurance, and skip-a-pays, etc.
   • Troubleshoots, reports, and resolves issues that impact members not having access to the digital platforms, debit cards and other vital services, ensuring members can access and manage their accounts smoothly.
   • Meets productivity KPIs to ensure optimal service delivery and member satisfaction; Ensures accurate completion of any needed tracking and statistical reporting.
   • Maintains adherence and compliance to all laws, rules, regulations, and internal controls including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, Regulation E and the Privacy Act.
2. Assumes responsibility for establishing and maintaining effective working relations with colleagues and management.
   • Maintains effective communications and professionalism when interacting with others and management.
   • Engages in individual coaching sessions by being receptive and adaptable to continually enhancing service delivery.
   • Takes accountability and ownership of situations by asking appropriate questions and conducting research before requesting assistance from others.
   • Keeps supervisor or leader informed of general activities and escalating concerns.
3. Assumes responsibility for staying abreast of product knowledge and financial education to ensure effective professional relations with members, other financial institutions, and merchants.
   • Engages in learning activities that promote job expertise, continued development and outstanding service delivery.
   • Identifies opportunities to deepen the member relationship by proactively providing information about promotions or new products that may meet the members' needs and educating them on the features and benefits.
   • Develops member trust by providing accurate information and acting in their best interest, ensuring a long-term, positive relationship.
   • Functions as a liaison representing the needs of Neighborhood Credit Union to maintain and enhance a vendor/partner relationship.
4. Assumes responsibility for related duties as required or assigned.
   • Willingly assists other departments as necessary to provide an excellent member experience.
   • Actively attends and participates in meetings as required.
   • Keeps work area clean, secured, and well maintained.