Member Contact Center Representative

Paychex Inc.; Tallahassee (FL); Hybrid; USD 38,000 - 44,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Job summary

Champions First Credit Union in Tallahassee is seeking a Digital Experience Representative to deliver personalized member service across channels and to act as a liaison between members and departments. You will open new accounts, assist with transfers, and help with online and mobile banking inquiries.

The role requires at least one year of member service experience in a financial institution, excellent written communication, and the ability to work in-person at our Tallahassee branch.

Qualifications

• High school education plus related experience in member service or teller area.
• Minimum one year of member service experience in a financial institution.
• Ability to attend work in-person at the Tallahassee branch.
• Strong written communications and grammar.

Responsibilities

• Provide courteous, prompt service to members and process requests.
• Respond to general and policy information by phone or electronically.
• Open and service accounts; set up new account files.
• Assist with loan applications, pull credit, and discuss loan options.
• Cross-sell products based on member needs.
• Monitor and respond to member disputes; handle fee reversals.
• Maintain reference materials and update policies within the Digital Delivery department.
• Participate in department meetings and coaching sessions.

Skills

Interpersonal skills

Mathematical skills

Written communication

Member service experience

Education

High school diploma

Job description

Using a variety of digital delivery methods, the Digital Experience Representative provides a high level of personalized member service including but not limited to offering CU products and services, responding to complex member inquiries, researching member issues, and acting as a liaison between the member and other departments of the Credit Union.

Essential Functions

• Represent the Credit Union to the members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of member requests.
• Provide by telephone and/or electronically, general and specific service-related information concerning Credit Union services or policies.
• Respond to members' requests, problems and complaints, and/or directs them to the proper person for specific information and assistance.
• Open new accounts and service existing accounts. Set up new account files and provide members with all necessary information for membership.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, line of credit advances, IRA transfers and rollovers, address changes and any other requests received from members.
• Trouble shoots technological inquiries from members including the online banking, mobile application, and other member-facing technology products and services.
• Receive and review telephone and online loan applications; assist members with preliminary loan information. Additional responsibilities are to book out NADA values, pull credit, and obtain answers to standard loan interview questions – who, what, why, etc.
• Maintain and distribute reference materials pertaining to products and services.
• Maintain and distribute updates to policies and procedures set forth in the Digital Delivery department and in departments with whom the Digital Delivery team closely interacts.
• Conduct orientation interviews on Credit Union services and programs with each potential Credit Union member and cross sell products based on member needs.
• Provide information on investment options to members wishing to deposit funds with the Credit Union.
• Actively participate and contribute to all departmental meetings and one-on-one coaching sessions with supervisor.
• Evaluate fee reversal requests and various other member disputes.
• Obtain, monitor, and review call center reports with Supervisor and make performance recommendations to enhance department production.
• Must comply with all federal and state regulations pertaining to OFAC, BSA and FACTA.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Additional Functions

• Represent the Credit Union in professional and courteous manner.
• Respond to all inquiries promptly and assist members in an organized and timely fashion.
• Assist lenders with call backs and research on current active loan applications when necessary.
• Participate in various outbound call projects, member surveys, sales initiatives, membership drives, and community activities.
• Provide research assistance and assist other staff with complex issues when they arise.

Salary Range

The salary range for this position is $18.00 per hour to $21.00 per hour. As a new hire, your starting salary will likely be between the 25th percentile and the midpoint of the range; however, all offers are based on the successful candidate's experience and qualifications.

Position Requirements

Job Specifications

• Professional, well-developed interpersonal skills necessary for servicing Credit Union members and projecting a positive image as representative for the Credit Union.
• Work requires extensive knowledge of all Credit Union products and services. These characteristics are normally acquired through completion of a high school education plus some related experience in the member service and/or teller area of a credit union or financial institution.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Written communications must be at an advanced level whereas the position of the Credit Union is communicated in complete sentences with proper grammar using spell check and any other electronic correction methods to avoid sending emails and letters incorrectly worded.
• Must have a minimum of one year of member service experience in a financial institution – preferably in the Call Center area.
• Must be able to attend work schedule in-person at our Tallahassee branch
• This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, printers, filing cabinets and fax machines. Additionally, this job may occasionally be required to operate a vault, ATM for balancing process, cash counter, cash advance machine and coin machine.
• This position requires manual dexterity, the ability to lift files and open filing cabinets and vault doors. Should be able to lift full boxes of work. This position requires bending, stooping or standing, as necessary.

Disclaimer The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Full-Time/Part-Time Full-Time

Salary Range (commensurate with experience) Hourly - $18.00 to $21.00

Benefits Offerings Medical, Dental, Vision, 401(k), Paid Time Off, Tuition Assistance, Profit-Sharing Plan, Life Insurance, LTD

Position Digital Experience Representative

Number of Openings 1

Exempt/Non-Exempt Non-Exempt

Req Number BAN-26-00045

Location Tallahassee

About the Organization

About the Organization We are a rapidly growing $545 million Credit Union spanning across the entire northern region of Florida, headquartered in the State Capital of Tallahassee. We are committed to building strong communities where our employees and members live and work. We contribute to various charities, support local events, and give back to Florida State University through donations and scholarships. Employee engagement is important to us, providing many opportunities to attend training, improve professional development, and promote career advancement within the organization. We have a professional, encouraging, and supportive culture that values our employees and strives to create a work-life balance with a tremendous benefits package to include a variety of insurance products for the employee and dependents, and a generous paid time off structure to include sick, vacation, personal, birthday, work anniversary, and federal holidays.

EOE Statement Champions First Credit Union is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position is currently accepting applications.