Member Contact Center Representative I

Empower FCU Purpose: At every stage of life, positively impact members by providing affordable financial services.
Empower FCU Core Values: Fairness, Integrity & Honesty
Empower FCU Strategic Pillars:
• World-Class Employee Experience
• Best-In-Class Member Experience
• Growth for Impact
• Shared Value in the Community
Empower Federal Credit Union offers excellent benefits including...
Medical and Dental Insurance, 401K with Employer Match, Holiday Pay, Paid Time Off and more!

A World-Class Employee Experience: We are at our best when we are developing genuine relationships, looking out for one another, freely and honestly sharing information, and working together. We succeed when we rise above our departments, roles, and individual interests to come together, to move forward together. Each of us plays a crucial role in creating a positive work environment and we encourage all our employees to actively contribute to embracing Empower’s values and supporting those around you.
Be Yourself, Belong with Empower: The strength of Empower is in the unique backgrounds, voices, talents, & experiences of each person. With a culture of belonging, we enable teamwork, spark innovation, and fuel success.

Please note: All candidates will be subject to a background check to determine employment eligibility. For roles that require an NMLS you may be subject to a credit check.


Role:
This position is responsible for researching, resolving, and responding to a wide variety of member inquiries and requests through multiple communication channels (phone, email, chat). The role requires professionalism, service excellence, and sales skills to build and deepen member relationships. The employee will contribute to the introduction of tailored products and services that meet members' needs, while ensuring a high standard of service quality.

This is a hybrid role requiring a minimum of five days on-site at our headquarters in Syracuse, NY, following an initial 90-day training period conducted onsite.

The hourly pay for this role is $19.76 to $29.63.

Essential Functions & Responsibilities:
65% Member Support:
Respond to and resolve member inquiries and issues across multiple channels, including phone, email, and chat. Common tasks include:
- Handling balances, transfers, and payments
- Assisting with electronic banking enrollments
- Resolving password resets and account lockouts
- Troubleshooting bill pay issues
- Managing Courtesy Pay and check orders
- Addressing lost or stolen debit/credit cards, card PIN resets, and new/replacement card orders
- Adding or removing travel notes and researching card declines
- Processing fee refunds within established limits
Ensuring compliance with security protocols and service standards to verify member identity and maintain confidentiality

15% Product Recommendations:
- Recommend appropriate products and services based on member needs, fostering long-term relationships and delivering value.

15% Goal Achievement:
- Meet or exceed established performance goals related to service quality, member interactions, and response times.
- Ensure any changes to schedules or goals are approved by a manager.

5% Other Duties:
- Participate in continuous professional development to improve service quality.
- Complete role-specific BSA compliance training by specified deadlines.
- Perform all other duties as assigned.
Performance Measurements:
See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

Knowledge and Skills:
Experience: 1 to 3 years of relevant experience, including roles such as:
- Customer service representative in a financial institution
- Member support or service agent in a contact center environment
- Retail associate handling customer transactions and relationships
- Technical support role assisting with banking or financial applications

Education: A high school diploma or GED is required.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

Other Skills:
- Proficiency in spreadsheets and word processing software, with the ability to use a PC and office equipment.
- Strong verbal and written communication skills.
- Excellent problem-solving skills, with a keen attention to detail.
- Ability to multitask and prioritize in a fast-paced environment while maintaining high service standards.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to