Member Support Specialist, Contact Center

Educational Federal Credit Union; Miami (FL); On-site; USD 38,000 - 52,000; Full time

Job summary

Educational Federal Credit Union in Miami, FL seeks a dedicated Member Contact Center representative. The role focuses on handling member inquiries, transfers, online banking assistance, and product information while ensuring accurate documentation and confidentiality.

You will use banking platforms and support channels to resolve issues, escalate complex cases, and contribute to high-quality member service. Weekend shifts may be required, and bilingual skills are a plus.

Qualifications

• Commitment to delivering exceptional member service.
• Ability to handle multiple inquiries and prioritize tasks.
• Respect confidentiality of member information.
• Knowledge of banking products and policies is preferred.
• Ability to learn and use standard banking systems quickly.
• Strong listening and communication skills to resolve issues.

Responsibilities

• Handle general member inquiries, including balance inquiries, transaction history, and account details.
• Process fund transfers and check orders.
• Assist members with online banking and mobile app support.
• Provide basic product and service information, referring members to specialists when needed.
• Escalate card service issues, dispute claims, and complex account concerns to the appropriate teams.
• Maintain a strong understanding of credit union policies and financial products.
• Ensure all member interactions are documented accurately.
• Deliver exceptional member service, maintaining professionalism and efficiency.
• Perform tasks such as Operator Call Handling, EdFed 24/Seven Assistance, Cross-Serving Products/Services, Dormant Accounts, Address Change, Balance Inquiry, Bank-by-Phone Assistance, Bill Pay, Check Ordering, Service Charge Assistance, Mobile Deposit, Money Market Account, Overdraft Protection Assistance, Payroll Changes, Special Shares, Share Certificates, Statement/Check Copies, Stoned Check/Account Freeze, Transfers, Wire Transfer Assistance, Identity Theft/Red Flag (SES), Stop Payments, Winter Skip-a-Pay, and Message Center.
• Utilize systems including Alkami, App Extender, Image Center, NICE, SmartPay, and Symitar.
• Refer loan applications to the Lending Specialists.
• Develop competencies in active listening, effective communication, empathy, problem-solving, adaptability, patience, and teamwork.
• Adhere to attendance policies and contribute positively to team goals.
• Maintain confidentiality of member information and dispute details.
• Participate in training sessions to stay updated on procedures and regulations.
• Identify opportunities for process improvement and communicate suggestions to management.
• Saturday Work Required
• Bilingual Preferred (Creole or Spanish)
• Perform other duties as assigned to support the Member Contact Center
• Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

Skills

Active listening

Effective communication

Empathy

Problem-solving

Adaptability

Patience

Teamwork

Tools

Alk ami

App Extender

Image Center

NICE

SmartPay

Symitar

Job description

Educational Federal Credit Union in Miami, FL seeks a dedicated Member Contact Center representative. The role focuses on handling member inquiries, transfers, online banking assistance, and product information while ensuring accurate documentation and confidentiality.

You will use banking platforms and support channels to resolve issues, escalate complex cases, and contribute to high-quality member service. Weekend shifts may be required, and bilingual skills are a plus.