Member Service Call Center Representative (Corpus Christi)

Randolph-Brooks Federal Credit Union; Staples (MN); Hybrid; USD 42,000 - 48,000; Full time

Benefits offered by this job

Work-from-home after training

Competitive starting pay

Job summary

Randolph-Brooks Federal Credit Union is seeking a proactive Member Service Call Center Representative to join our Staples area team. The role engages members and non-members across phone, email, and chat, handling transactions and inquiries with accuracy and courtesy.

The position offers a starting wage of $20.00 per hour, with an additional $2.00 per hour possible for bilingual certification, and a path to work-from-home after training for Texas residents.

Qualifications

• High School Diploma or GED.
• 6 months of work experience in a Call Center or Financial Institution OR Customer Service.
• Flexible Monday-Saturday schedule; Mon-Fri 8:00–6:00, Sat 8:30–4:00.
• Strong organizational, communication, interpersonal and sales skills with attention to detail.
• Attendance and promptness is important.
• Ability to follow written, oral, and diagram instructions.
• Ability to handle problems with several concrete variables.

Responsibilities

• Create an exceptional member experience across all contact center channels.
• Communicate, multitask, and operate phone, email, and chat systems in a fast-paced environment.
• Apply judgment to inquiries while staying current on RBFCU policies and laws.
• Apply fraud detection techniques and handle debit card fraud claims and disputes.
• Assist with transactions and inquiries across departments (research, deposits, loans, online banking, mortgages).
• Discuss and recommend RBFCU products and services to meet member needs.
• Record concerns and complaints to improve member experiences and the RBFCU brand.
• Collaborate with supervisors and demonstrate accountability in real-time decisions.
• Strive to meet or exceed department goals via KPIs and core values.
• Perform all other duties as assigned.

Skills

Communication skills

Multitasking

Sales skills

Organizational skills

Attention to detail

PC proficiency

Education

High School Diploma or GED

Tools

Microsoft Office

Email systems

CRM systems

Job description

Job Description and Requirements

Randolph-Brooks Federal Credit Union is seeking candidates for full time employment opportunities with our Member Service Call Center team starting at $20.00/hour!

Bilingual in Spanish and English? Employees can earn an additional $2.00 per hour upon the successful completion of the RBFCU Bilingual Spanish/English certification.

The Member Service Call Center Representative will have the ability to work from home after a period of training and performance evaluations (time frame may vary). Training will take place at the Staples branch location: 5253 S. Staples, Corpus Christi, Texas 78411. Applicants who work from home must reside within the State of Texas and have the capability of performing all of the work from their home in Texas.

To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.

• Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).
• Must be able to provide a workspace at home that is safe, suitable for work, and within a distraction free environment.

As a Member Service Call Center Representative, you will provide exceptional service to members, non-members, branches and internal departments through multiple communication channels. Process a variety of transactions and inquires in accordance with policies, procedures, regulatory laws with supervision. Identify member needs and conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union by recommending appropriate products/services and/or solutions to enhance member experience.

Essential Functions and Responsibilities:

• Responsible for creating an exceptional member experience and non-members through all contact center channels.
• Ability to communicate, multitask and operate contact center phone, email, and chat systems in a fast pace, high volume environment.
• Use cognitive judgment to identify, analyze and address all inquiries while maintaining current working knowledge of RBFCU policies and procedures and regulatory laws.
• Apply fraud detection techniques, submit debit card fraud claims and transaction disputes to maintain and safeguard member and credit union interests and sensitive information.
• Assist and fulfill general member transactions and inquiries on behalf of various departments. Including, but not limited to, account research, balance inquiries, deposit account transactions, opening/updating accounts, provide online banking support, consumer loan inquiries and submitting applications, and mortgage inquiries.
• Discuss and recommend products and services to meet the needs of the member and the mission of RBFCU.
• Identify concerns, feedback, and record complaint entries to improve and enhance member experiences and the brand of RBFCU.
• Works with department supervisors and displays accountability with real time decision making that directly impacts member interactions and accounts.
• Strive to meet or exceed department goals and objectives through key performance indicators and core values.
• All other duties as assigned (note: essential functions, responsibilities, and programs may change, or new ones may be assigned at any time with or without notice).

Requirements:

• High School Diploma or GED
• 6 months of work experience in a Call Center or Financial Institution OR Customer Service
• Must be able to work a flexible Monday-Saturday schedule (Hours of operation: Monday - Friday 8:00 a.m. - 6:00 p.m. and Saturday 8:30 a.m. - 4:0 p.m.)
• Must have good organizational, communication, interpersonal and sales skills, along with the ability to multi task and manage time effectively with a close attention to detail
• Attendance and promptness is pertinent
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form
• Ability to handle problems involving several concrete variables in standardized situations

Skills:

• Must be proficient in using PC, Microsoft applications software, Internet Explorer, and other office equipment
• To ensure expectation of service is upheld, must have good organizational, communication, interpersonal and sales skills
• Capable of demonstrating the ability to multi-task, manage time effectively, be detail oriented, accept ownership, and adapt to needs of department
• Self-initiate and apply logic to problem solve with few concrete variables

Preferred:

• Bilingual (English/Spanish)

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