Member Support Specialist — Banking & Payments

MRA - The Management Association; Dublin (OH); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

401(k) Plan with Company Match

Paid Time Off & Paid Holidays

Medical, Dental, and Vision Insurance

Wellness Program

Life & Disability Insurance

Educational Assistance

HRA Funds

EAP

Job summary

BMI Federal Credit Union in Dublin, OH is hiring a Contact Center Representative. You will handle member inquiries via phone, email, and chat, addressing issues and providing accurate information to enhance the member experience.

Responsibilities include processing requests, troubleshooting online banking, and assisting with card and ACH issues while maintaining compliance with banking regulations and high service standards.

Qualifications

• High school diploma or equivalent required.
• 1-3 years of experience in a financial institution customer service environment.
• Understand BMI FCU policies and procedures including BSA, AML, USA Patriot Act, OFAC, and Truth in Savings.
• Exceptional customer service skills.
• Excellent communication and interpersonal skills.
• Ability to balance multiple tasks and changing priorities with high attention to detail.
• Strong analytical and problem-solving skills.
• Ability to work effectively in a team environment.
• Proficient in Microsoft Office and basic math skills.
• Knowledge of solution driven sales process.

Responsibilities

• Provide first contact via telephone or electronic messaging to build rapport, respond to inquiries, and resolve issues with accuracy.
• Process requests including account information, transfer requests, loan payments, withdrawals, loyalty rewards, check orders, and online banking.
• Assess situations, apply sound judgement, and use troubleshooting skills to assist members.
• Promote products and services to help members financially.
• Maintain knowledge of all Credit Union products and services.
• Manage time efficiently to ensure service quality and member satisfaction.
• Verify caller data to prevent disclosure of sensitive information.
• Assist in online banking access and troubleshoot device/browser issues.
• Research and resolve card issues, disputes, and tokenization.
• Research ACH issues and locate originators.
• Assist managers in opening/closing the Contact Center.
• Follow up on member issues as needed.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Teamwork

Microsoft Office

Problem solving

Sales process

Tech troubleshooting

Attention to detail

Education

High school diploma or equivalent

Tools

MS Office

Online banking systems

Job description

BMI Federal Credit Union in Dublin, OH is hiring a Contact Center Representative. You will handle member inquiries via phone, email, and chat, addressing issues and providing accurate information to enhance the member experience.

Responsibilities include processing requests, troubleshooting online banking, and assisting with card and ACH issues while maintaining compliance with banking regulations and high service standards.