Member Experience Representative - Contact Center

Dade County Federal Credit Union; Miami (FL); On-site; USD 26,000 - 37,000; Full time

Job summary

Dade County Federal Credit Union in Miami is seeking a Member Experience Representative at the Main Branch Contact Center. The role focuses on providing quality service and resolving member account issues, with emphasis on effective communication.

The MSR will assist members with deposits, loans, cards, and online banking, while representing the credit union professionally and expanding the member base through cross-selling products and services.

Qualifications

• Excellent communication and customer service skills.
• Ability to handle multiple tasks and inquiries.
• Bilingual Spanish is desirable.

Responsibilities

• 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 inquiries 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.

Skills

Customer service

Communication

Cross-selling

Tools

Microsoft Office

Job description

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.