Call Center Representative

Profed-Federal-Credit-Union; Fort Wayne (IN); On-site; USD 32,000 - 52,000; Full time

Job summary

ProFed-Federal-Credit-Union is seeking a responsive member services representative in Fort Wayne, Indiana. The role focuses on handling incoming calls, providing Online Banking and mobile app support, and guiding members through login and browser settings.

Strong technical aptitude and customer service focus are essential. You will conduct member research, assist with special projects, and support secure chat communications to ensure accurate, timely resolutions.

Qualifications

• Experience with credit union products and services.
• Comfortable with new technologies and mobile apps.
• Strong troubleshooting and analytical abilities.
• Ability to multi-task and document work precisely.

Responsibilities

• Accommodate all incoming telephone inquiries and requests
• Online Banking, Bill Pay, Mobile and Tablet App support: troubleshoot and guide users
• 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

Skills

Efficient and well organized

Experience with credit union services

Troubleshooting skills

Analytical skills

Multi-tasking

Documentation accuracy

Mathematical computation

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