Contact Center Representative

Baptist-Health-of-South-Florida-Federal-Credit-Unio; Miami (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Baptist-Health-of-South-Florida-Federal-Credit-Unio is seeking a meticulous Contact Center Representative in Miami, FL. You will handle member inquiries, process teller tasks, and resolve issues across online and in-branch services.

The role emphasizes empathy, accuracy, and cross-functional collaboration with other departments, ensuring a seamless customer experience. Previous financial services exposure is preferred and a high school diploma is required.

Qualifications

• Experience in the financial services industry is preferred.
• High school graduate or equivalent.
• Active listening and excellent communication skills.
• Conflict resolution and de-escalation abilities.
• Strong ethical integrity and customer focus.
• Team collaboration across departments.
• Ability to adapt in a fast-paced environment.
• Attention to detail in documenting issues and resolutions.
• Commitment to continuous learning in customer support.
• Problem-solving to identify root causes efficiently.

Responsibilities

• Responds to member inquiries regarding balances, payments, interest rates, and services.
• Provide information on Credit Union policies, procedures, and programs.
• Address complaints and concerns to ensure a positive experience and timely resolution.
• Perform Teller functions: transfers, loan payments, and transaction history.
• Resolve Debit/ATM and Credit Card issues and online banking problems.
• Assist members with online banking setup, e-statement enrollment, and navigating digital banking.
• Perform account maintenance: automatic transfers, stop payments, disputes.
• Enter EZ Loan applications and identify cross-sell opportunities.
• Monitor call queue and complete required reports and documentation.
• Communicate ongoing concerns to management and participate in meetings.

Skills

Active Listening

Communication

Conflict Resolution

Emotional Intelligence

Ethical Integrity

Team Collaboration

Time Management

Attention to Detail

Problem-Solving

Technical Proficiency

Adaptability

Education

High school graduate or equivalent

Job description

Contact Center Representative

Full Time Assignee Miami, FL, US

MAJOR DUTIES AND RESPONSIBILITIES

Member Information & Support

Responds to member inquiries regarding account balances, payments, interest rates, and available services. Provide general information about Credit Union policies, procedures, and programs. Professionally address member complaints and concerns, ensuring a positive experience and minimizing the time and effort required to resolve issues. Perform Teller functions, such as transferring funds between accounts, processing loan payments and providing transaction history. Ensure all members’ needs are addressed in a friendly, efficient, and professional manner.

Issue Resolution & Technical Support

Address and resolve Debit/ATM and Credit Card issues, as well as online banking problems. Assist members with troubleshooting and resolving issues related to account access, password reset, transactions, and online services. Assist members with online banking setup, e-statement enrollment, and navigating the digital banking environment.

Account Management & Maintenance

Perform account maintenance functions, such as loan payments, automatic transfers, stop payments and disputes. Process and complete travel notifications and assist members with debit card reorders or closures. Resolve documentation discrepancies and perform research to ensure accurate account records.

Loan Assistance & Cross-Selling

Enter EZ Loan applications and identify and promote additional loan products to members. Provide information about various loan options, interest rates, and savings programs to help members make informed financial decisions. Proactively identify and cross-sell additional products and services that would benefit members, such as online banking, bill pay services, Zelle, direct deposits and loans.

Call Center Clerical Support & Reporting

Assist other departments with clerical duties as needed, including verifying accounts, mailing correspondence, and maintaining secure and organized work areas. Monitor and manage the Contact Center call queue to ensure prompt response times and accurate call handling. Complete required reports and documentation, providing timely updates to managers about any ongoing concerns or operational challenges.

Communication & Participation

Keeps management informed of area activities and any significant problems. Attends and actively participates in meetings, as needed.

Compliance

Adheres to all organizational policies and procedures, ensuring regulatory and legal compliance across all operations.

As Assigned

Completes all projects, as assigned, accurately and in a timely manner.

KNOWLEDGE AND SKILLS

Experience: Relevant experience in the financial services industry is preferred.

Education, Certifications, Licenses: High school graduate or equivalent.

Interpersonal Skills: Active Listening: Attentive and responsive to the ideas and concerns of others, demonstrating understanding and respect.

Communication: Excellent verbal and written communication skills for conveying information clearly and persuasively to diverse audiences.

Conflict Resolution: Skilled in de-escalating situations, handling complaints gracefully, and turning negative customer experiences into positive outcomes.

Emotional Intelligence: High level of self-awareness, empathy, and the ability to understand and manage one's own emotions and those of others.

Ethical Integrity: Strong dedication to ethical principles in all decision-making and professional interactions, with a focus on transparency, fairness, and respect.

Team Collaboration: Working well with others in the support team and across departments to share information, resolve issues, and improve customer satisfaction.

Other Skills

Adaptability: Flexible handling change, challenges, and uncertainty in a fast-paced environment.

Attention to Detail: Ensures accuracy in all member interactions, from documenting issues to following through on resolutions and member follow-ups.

Continuous Learning: Commitment to improving one’s knowledge and skills related to customer support, including staying updated on product changes, support methodologies, and customer service trends.

Problem-Solving: Ability to quickly identify the root cause of a member's issue and creatively find effective and efficient solutions.

Technical Proficiency: Familiarity with customer support tools, software, and technologies used in managing customer inquiries, tracking issues, and maintaining records.

Time Management: Ability to manage multiple tasks and member interactions effectively, prioritizing issues based on urgency and impact.