Call Center Representative

ProFed Credit Union; Fort Wayne (IN); On-site; USD 21,000 - 28,000; Full time

Job summary

ProFed Credit Union is seeking a responsive Customer Service Associate to handle inbound member inquiries via telephone, secure chat, and email, while providing expert Online Banking support and addressing Bill Pay and mobile app issues. The role requires strong organization, adaptability to new technologies, and the ability to perform thorough account research and project coordination.

You will engage with members to resolve issues, verify documents, and contribute to special initiatives in a

Qualifications

• Efficient and well-organized with diversified knowledge of credit union services and products.
• Comfortable embracing new technologies; familiarity with computer programs and smartphones/apps; troubleshooting and analytical skills.
• Ability to display sound judgment and professionalism in daily transactions and activities.
• Ability to multi-task, complete detailed documentation and perform mathematical computation.

Responsibilities

• Accommodate all incoming telephone inquiries and requests.
• Online Banking, Bill Pay, Mobile and Tablet App support: troubleshoot and guide on issues; assist with browser settings and cookies; guide login process.
• Provide member support through Secure Chat.
• Conduct member account research, consultation and investigation.
• Coordinate special projects and tasks.
• Scan and verify documents.
• Review various reports.
• Perform additional duties as assigned.

Skills

Customer service

Telephone support

Online Banking support

Troubleshooting

Multi-tasking

Documentation

Analytical skills

Job description

Description

POSITION SUMMARY

Primarily responsible for accommodating all incoming member telephone inquiries, requests and transfers, providing Online Banking support and responding to members through email or Secure Chat applications. Additionally responsible for member research and coordination and completion of special projects.

QUALIFICATIONS

Requires an efficient and well organized person with in-depth experience and diversified knowledge of credit union services and products. Must become comfortable in embracing new technologies, developing familiarity with computer programs, smart phone technology and apps, and possess troubleshooting and analytical skills. Must have the ability to display sound judgment and professionalism in performing daily business transactions and activities. Ability to multi-task, complete detailed documentation and perform mathematical computation is required.

PHYSICAL REQUIREMENTS

Clear and effective communication abilities required. Must be able to view a terminal screen and operate a computer keyboard. Must be able to sit and stand for prolonged periods.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Accommodate all incoming telephone inquiries and requests
• Online Banking, Bill Pay, Mobile and Tablet App support:
  • Troubleshoot and provide guidance for all online banking issues
  • Assist members with browser settings and cookies
  • Guide members through login process
• Member support through Secure Chat
• Member account research, consultation, and investigation
• Coordination of special projects and tasks
• Document scanning and verification
• Review various reports
• Additional duties as assigned

ProFed is an EEO employer – M/F/Vets/Disabled