Role: Research and resolve a wide variety of member issues and requests received through multiple electronic channels with a strong degree of professionalism, service and sales. Participate in outbound initiatives that deepen member relationships thorough the introduction of products and services compatible with member need. Solve complex member issues. Always emphasize excellence in member service as defined by our contact center quality service standards. Consistently demonstrate solid judgement, be able to problem solve complex issues, meet the demand of a high-volume chat, email, and message center. Essential Functions & Responsibilities: 30% Respond to member questions and resolve critical issues received through electronic communication channels regarding accounts, loans, online banking, mobile banking, credit cards, debit cards and all other products and services. Recommend products and services that fit member need. Process fee refunds and check hold releases according to established limits. Maintain strict adherence to security protocols for identifying members, Empowers Service Standards and those of the Contact Center Department. Provide outstanding member service with everyone member interaction. 30% Manage membership applications received electronically from submission to booking. Perform a careful review of credit reports, fraud prevention monitors and identification documents with a critical emphasis on fraud prevention. Contact members as needed to secure booked memberships. Welcome new members to Empower Federal Credit Union introducing products and service compatible with individual needs and lifestyle. Respond to member questions and resolve complex issues received 25% Maintain a procedural expertise of all contact center delivery systems; Alkami, Alkmai Admin, CST, Payment One, Teams, CCM, ConvergePoint, Ackcelerent, Docusign, eDesk, Verafin, and DNA. 10% Participate in outbound member calling/contact initiatives designed to deepen member relationships, member awareness or to support important service campaigns. 5% Recognize patterns of service or fraud related issues escalating to management as appropriate. Perform other duties as assigned. Performance Measurements: 1. See Dayforce for Performance Goals Knowledge and Skills: Experience: One year to three years of similar or related experience. Education: A high school education or GED. Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or can be of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary. Other Skills 1. Must have a working knowledge of spreadsheets and word processing software; must be able to use a PC and all types of general office equipment. 2. Must possess excellent verbal and written communication skills. 3. Occasional travel is required. 4. Professionalism in appearance, dress and attitude a must. 5. Comply with all credit union/departmental training requirements. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 35 pounds. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. This Job Description is not a complete statement of all duties and responsibilities comprising the position.