Member Service Representative Contact Center Agent

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

July 17, 2024

Shift:

Job Description Summary:

Position Overview:

This role is responsible for answering member questions, pertaining to their account as well as researching and resolving member issues in a timely manner.

Key Responsibilities/ Function Specific Activities:

• Answer member questions, pertaining to their account and research and resolve member issues in a timely manner.
• Process all incoming fax and email. Respond by phone or writing or forward as appropriate, in a timely manner.
• Assist in posting of daily incoming mail including check deposits, payments for loans, open new accounts set up, & research requests.
• Maintain thorough knowledge of all products and services to effectively cross-sell. Monitor & review accounts and member needs in order to cross-sell services that the Credit Union has to offer to members and associates.
• Be knowledgeable of the rules and regulations and the policy set forth by the Credit Union Board (i.e., knowledge of confidentiality, cash handling standards/policies, Reg CC-Funds Availability, Bank Secrecy Act, Reg DD-Truth-In-Savings, Reg J-Wire Transfers, Reg D- Reserve Requirements/Transaction Limitations, Reg E-Electronic Funds Transfer and general lending policies and procedures).
• Competent at member and employee relations, dealing with irate/difficult members, and telephone etiquette.
• Protect the assets of the Credit Union by following the policies and internal control guidelines outlined by the Board of Directors and Management of the credit union.
• Cross-sell additional credit union products such as loans and suggest accounts (i.e., savings, checking, Money market, etc.)
•  Perform account maintenance and modifications (i.e., order checks, update addresses, add/remove owners, add/remove PODs).
• Effective member/customer/ teammate interactions and communications; ability to handle irate/difficult members via face-to- face, phone, email, and written correspondence.
• Research and resolve member issues from minor to increasing in complexity.
• Assist in completing special projects and other administrative/operational duties assigned

Education: Minimum of a High School diploma; college degree preferred

Experience: At least three years related work experience

Knowledge, Skills, and Abilities (Required):

• Three or more years of customer service experience.
• One or more years of financial industry experience.
• Exceptional presentation/facilitation, organizational, analytical, interpersonal, and written/oral communication skills with the ability to communicate effectively to a diverse audience.
• Ability to identify and translate process or system issues into proactive problem-solving action steps.

• Equipment Operated: Personal computer, printer, copier, telephone, scanner, and fax machine.
• Overtime: Must be available for occasional overtime.

Leadership Behaviors: 

• Drive Innovation:  Generate new or unique solutions and embrace new ideas that help sustain our business (encompassing everything from continuous improvement to new product and package innovation)
• Collaborate with System and Stakeholders:  Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler)
• Act Like an Owner:  Deliver results, creating value for our brands, our System, our customers and key stakeholders
• Inspire Others:  Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible
• Develop Self and Others:  Develop self and support others’ development to achieve full potential

Growth Behaviors:

• Growth Mindset:  Demonstrates Curiosity.  Welcomes failure as a learning opportunity.
• Smart Risk:  Makes bold decisions/recommendations
• Externally Focused:  Understands the upstream and downstream implications of his/her work.  Tracks and shares external trends, best practices, or ideas.
• Performance Driven & Accountable:  Has high performance standards.  Outperforms her/his peers.
• Fast/Agile:  Removes barriers to move faster.  Experiments and adapts.  Thrives under pressure and fast pace.
• Empowered:  Brings solutions instead of problems.  Challenges the status quo.  Has the cour