Contact Center Representative

MRA - The Management Association; Dublin (OH); Presencial; USD 26 000 - 30 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401(k) Plan with Company Match

Paid Time Off & Paid Holidays

Medical, Dental, and Vision Insurance

Wellness Program

Life & Disability Insurance

Educational Assistance

HRA Funds

EAP

Resumo da oferta

BMI Federal Credit Union in Dublin, OH is hiring a Contact Center Representative. You will handle member inquiries via phone, email, and chat, addressing issues and providing accurate information to enhance the member experience.

Responsibilities include processing requests, troubleshooting online banking, and assisting with card and ACH issues while maintaining compliance with banking regulations and high service standards.

Qualificações

• High school diploma or equivalent required.
• 1-3 years of experience in a financial institution customer service environment.
• Understand BMI FCU policies and procedures including BSA, AML, USA Patriot Act, OFAC, and Truth in Savings.
• Exceptional customer service skills.
• Excellent communication and interpersonal skills.
• Ability to balance multiple tasks and changing priorities with high attention to detail.
• Strong analytical and problem-solving skills.
• Ability to work effectively in a team environment.
• Proficient in Microsoft Office and basic math skills.
• Knowledge of solution driven sales process.

Responsabilidades

• Provide first contact via telephone or electronic messaging to build rapport, respond to inquiries, and resolve issues with accuracy.
• Process requests including account information, transfer requests, loan payments, withdrawals, loyalty rewards, check orders, and online banking.
• Assess situations, apply sound judgement, and use troubleshooting skills to assist members.
• Promote products and services to help members financially.
• Maintain knowledge of all Credit Union products and services.
• Manage time efficiently to ensure service quality and member satisfaction.
• Verify caller data to prevent disclosure of sensitive information.
• Assist in online banking access and troubleshoot device/browser issues.
• Research and resolve card issues, disputes, and tokenization.
• Research ACH issues and locate originators.
• Assist managers in opening/closing the Contact Center.
• Follow up on member issues as needed.

Conhecimentos

Customer service

Communication

Interpersonal skills

Multitasking

Teamwork

Microsoft Office

Problem solving

Sales process

Tech troubleshooting

Attention to detail

Formação académica

High school diploma or equivalent

Ferramentas

MS Office

Online banking systems

Descrição da oferta de emprego

Contact Center Representative
BMI Federal Credit Union
Dublin, OH

Salary Range: $19.00 To $21.50 Hourly

Location: 6165 Emerald Parkway, Dublin, OH 43016

Schedule: Approximately 40 hours per week. Flexibility required between 8am-5pm Monday - Friday, and rotating Saturdays 9am-1pm. Time off provided during the week when working a Saturday.

ABOUT BMI FEDERAL CREDIT UNION (BMI FCU):

BMI Federal Credit Union is a not-for-profit financial cooperative providing banking services to our member-owners. Our goal is simple - to improve the financial well-being of our members and our community.

For 15 consecutive years (2010-2024), BMI FCU has been named a "Best Employer in Ohio" by the Workforce Research Group.

Benefits You'll Love:

• 401(k) Plan with Company Match
• Paid Time Off & Paid Holidays
• Medical, Dental, and Vision Insurance
• Robust Wellness Program
• Life & Disability Insurance
• Educational Assistance
• Generous Health Reimbursement Arrangement (HRA) Funds
• Employee Assistance Program (EAP)

If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you!

POSITION SUMMARY:

Responsible for answering member inquiries received through the telephone, email, or chat. Using technical skills and knowledge of products and services, this position will address issues, provide support, and offer information, to enhance the member experience. This position will perform all other related duties as assigned.

ESSENTIAL JOB FUNCTIONS:

• Provide first contact via telephone or electronic messaging - respond to secure messages and online chat - to build rapport with members, process requests, respond to inquiries and resolve issues with accuracy; inquiries including but not limited to:
  • Account information, transfer requests, loan payments, withdrawals, Loyalty Reward level usage, check order and supplies, online banking services, stop payments, wire transfers, and penalties
• Assess situations, apply sound judgement and use troubleshooting skills to assist members
• Look for opportunities to introduce products and services to help members financially
• Develop and retain a broad range of knowledge of all Credit Union products and services, from both a technical and information standpoint
• Manage and utilize time efficiently to ensure service quality and member satisfaction
• Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing differing sources as necessary
• Assist in online banking access including troubleshooting problems and errors for device and browser issues
• Research and assist with card problems (VISA and VISA debit) maintenance and problems including disputes and tokenization
• Research ACH issues and locate originators
• Assist managers in operational process for opening and closing the Contact Center
• Follow-up with member related issues as needed

WORK ENVIRONMENT:

Office environment

QUALIFICATIONS AND SKILLS REQUIREMENTS:

• High school diploma or equivalent required
• 1-3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered
• Understand and follow BMI FCU policies/procedures complying with federal regulations including but not limited to: Bank Secrecy act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707)
• Exceptional customer service skills
• Excellent communication (both verbal and written) and interpersonal skills
• Ability to balance multiple tasks and changing priorities with high attention to detail
• Strong analytical and problem-solving skills
• Ability to work effectively in a team environment
• Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment
• Have an elevated understanding of computer operating systems and browsers to assist members with online access and troubleshooting
• Basic math skills
• Possess a professional demeanor
• Ability to receive and maintain confidential information
• Knowledge of solution driven sales process

PHYSICAL REQUIREMENTS:

Must be able to meet the following physical requirements, with or without reasonable accommodation: 1) Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment; 2) Reach with hands and arms; 3) Talk and hear; 4) See and be able to read, write, and interpret text, and spreadsheets.

As an equal opportunity employer, BMI FCU does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, childbirth and related conditions, lactation status, gender identity, sexual orientation, age, disability, veteran or military status, genetic information, or ancestry.