Digital Experience Representative (Call Center)

Description

General Summary

The primary function of this position is to help create and support a state-of-the-art out-of-the-branch experience by performing a wide variety of member service transactions including initiating referrals for loans and new accounts. The ideal candidate will have an extensive general knowledge of credit union products and procedures, will be able to make quick decisions that protect the interest of both the credit union and the member and be able to work in a fast-paced environment.

Essential Functions

• Ensure that we are delivering service, to both internal and external members, in alignment with the credit union’s purpose statement: We’ll Help You Get There, Wherever That May Be. 
• Handle a high volume of inbound member service phone calls, chats, and videos calls that are related to various inquiries regarding members’ or prospective members’ relationships with DFCU.
• Remain current on credit union product knowledge and use that knowledge to meet members’ needs.
• Cross-sell other credit union products and services.
• Meet all established sales and service goals.
• Provide prompt, efficient, professional, courteous member service.
• Engage with members on all digital channels such as phones, video, and chat.
• Adhere closely to member confidentiality and authentication procedures.
• Direct member concerns in a timely manner to the appropriate team members. 
• Communicate member service concerns to management.
• Research and resolve members’ problems related to their accounts. 
• Process disputes and fraudulent claims for members.
• Order share drafts, ATM/Debit Cards for members.
• Process loan payments.
• Process membership applications, establish new accounts for eligible members and sell the financial services that best meet the needs of the member.
• Process the adjustments, changes, or deposits to existing accounts as requested by the member.
• Handle Online Banking related requests, password resets, and Bill Pay questions.
• Prepare credit union transfers and other wires for members as requested.
• Process IRA deposits, rollovers, transfers, withdrawals, and closures.
• Scan all member related documentation upon initiation.
• Perform stop payment requests.
• Cross-train to become proficient and knowledgeable in the sales and operations of the credit union. 
• Attend staff meetings and training sessions.
• Pro-actively reach out to members for cross-selling opportunities and member retention.

Requirements

• Requires education equivalent to a four-year high school diploma
• At least 2 to 3 years of customer service experience required.
• At least 1 to 2 years of experience in a financial institution highly preferred.
• Professional, well-developed interpersonal skills essential for serving members and projecting a positive image as a representative of the credit union.
• Requires knowledge of consumer loan policy, credit-granting criteria, and interest rates. Knowledge of interviewing skills and techniques also required.
• Requires a working knowledge of PCs in a Windows environment, multi-line telephones. 
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this 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 frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.