Member Contact Center Rep

Description

Ready to look forward to going to work every day? Want to be a part of a service driven culture where employees are appreciated? Check out our opportunity with Bayer Heritage Federal Credit Union!

A Member Contact Center Rep is a centralized service hub responsible for delivering timely, accurate, and high-quality support to an organization’s members. The center serves as the primary point of contact for inquiries, issue resolution, and member engagement across multiple communication channels.

Essential Functions and Responsibilities

• Provide quality member service delivery by telephone. Process transaction requests, service and rate information, handle inquiries regarding account information, credit union policies and procedures, and may transfer calls to appropriate personnel or departments when necessary. Must have great knowledge of credit union operations and procedures, above average listening and verbal communication skills, and be able to determine member needs and when to take action.
• Provide exceptional member service by assisting members and potential members with their telephone requests including but not limited to: perform transactions, accept loan requests, answer questions about products and services, explain procedures, provide membership information, provide details of on going promotions, modify ach/payroll distributions, and resolve problems that are within their scope of work, assists with complaints and refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Listens for cues to identify member needs or cross-sell opportunities and provide products or services that may best fit those needs.
• Maintains confidential member account information on computer system.
• Maintain high level of understanding on core data system with the ability to perform all transactions and great understanding of processes and procedures.
• Ensures the appropriate records, documents, and reports are maintained.
• Performs other job related duties required or assigned.

Performance Measurements

• Provide informed, prompt, professional and accurate service and support to all members and associates by answering the telephone within designated amount rings and returning messages.
• Direct all telephone calls to the appropriate person with minimum transfers.
• Process member transactions with zero unresolved errors.
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
• Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.

Requirements

• One year to three years of similar or related experience.
• A high school education or GED.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.

EEO Statement

Bayer HFCU is an equal opportunity employer. We are committed to our policy of providing equal employment opportunity in a manner consistent with applicable laws and regulations, including federal laws prohibiting employment discrimination on the basis of race, color, creed, national origin, sex, age, disability, sexual orientation or genetic information.