Member Experience Specialist - Flexible Schedule

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

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.