Member Experience Representative - Contact Center

Dade County Federal Credit Union; Florida; On-site; USD 28,000 - 36,000; Full time

Job summary

Dade County Federal Credit Union in Doral, FL seeks a Member Experience Representative for the Contact Center to provide high-quality member service and problem resolution. The MSR will handle inquiries about deposits, loans, and online banking while promoting credit union products.

The role requires effective communication, willingness to cross-sell, and a flexible schedule including evenings and Saturdays.

Qualifications

• At least 1–3 years related experience in a bank/credit union call center or branch environment.
• Fluent in Spanish is desired.
• Knowledge of credit union policies and procedures is preferred.

Responsibilities

• Interacts with members via in-bound or out-bound calls in a professional, friendly manner.
• Resolves member service issues and escalates when needed.
• Cross-sells products and services meeting members' financial needs.

Skills

Communication skills

Organizational skills

Sales and service orientation

Customer service

Tools

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Experience Representative - Contact Center

Doral, FL, US

Member Experience Representative - Main Branch - Contact Center

Location:

1500 NW 107th Avenue, Miami, FL. 33172

Pay:

$22.60

Summary:

The Member Service Representative (MSR) will be responsible for providing quality service to our members. The MSR will seek to provide solutions to all member account related problems. This high contact person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner. The MSR helps to expand the member base by cross-selling products and services that meet their financial needs (i.e. PFP Life insurance).

Essential Duties & Responsibilities include:

• Communicates with member and/or non-member in a professional, friendly, and efficient manner through either in-bound or out-bound calls.
• Responds to and effectively resolves member service issues; escalates member issues to a higher authority, when necessary.
• Provides excellent member service to current and potential members.
• Handles all inquires on deposit accounts and loans including but not limited to: Visa credit cards, loans, mortgages, home equities, share certificates, retirement plans, bill payments/on-line banking, direct deposit, payroll deduction, and ATM/Debit cards.
• Possess a thorough knowledge of Dade County Federal Credit Union products, services, policies and procedures
• Effectively cross-sells credit union products and services (i.e. PFP Life Insurance).
• Participates in helping to regularly meet or exceed established contact center service and productivity goals as established by the EVP and/or Contact Center Director
• Regularly meets or exceeds established individual contact center productivity goals that include but are not limited to: abandon call rate percentage, number of calls answered, availability, average talk time, average time in “not ready”.
• Complies with all Bank Secrecy Act (BSA) regulations and standards, attends all required BSA training.
• Completes special projects and tasks as assigned.
• Perform all other related duties as required.

Basic Knowledge/Skills/Abilities:

• Excellent communication and organizational skills.
• Proficient knowledge of PC applications, including but not limited to Microsoft Office (Excel, Word, and Outlook).
• Must be highly motivated, flexible, and organized while being able to handle multiple projects and tasks.
• Must have a thorough understanding of credit union/bank operations and all necessary credit union regulations.
• Must be detailed oriented and display excellent mathematical skills.
• Excellent telephone etiquette.
• Must have a sales and service oriented mentality with a proven track record in these areas.
• Flexible schedule to include evening and Saturday hours.

Experience:

• At least 1-3 years related experience and/or training in a bank/credit union call center/branch environment.
• Must have knowledge of credit union policies, procedures, regulations, and industry practices.
• Fluent in the Spanish Language is desired.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.