What are the responsibilities and job description for the Contact Center Member Advisor (On-Site) - Kendall position at EdFed?
|
Duties and Responsibilities include: |
|
|
• |
Perform all Level 1 & 2 responsibilities, plus: |
|
• |
Process account closures, retention efforts, and account number changes, ensuring security and compliance with credit union policies. |
|
• |
Open and close share certificates, IRAs, ensuring accurate interest calculations and compliance with federal regulations. |
|
• |
Guide members through fraud claims that require account restructuring or secure solutions, including account number changes. |
|
• |
Assist with specialized transactions, including stop payments, balance adjustments, and service charge disputes. |
|
• |
Work closely with retention teams to proactively engage at-risk members and implement strategies to prevent account closures. |
|
• |
Act as a backup for handle escalations that require in-depth analysis and resolution, ensuring positive member experiences and regulatory adherence. |
|
• |
Serve as a subject matter expert (SME), mentoring Level 1 & 2 Associates and assisting with training initiatives. |
|
• |
Contribute to knowledge base updates, ensuring accurate and current information is accessible to all team members. |
|
• |
Act as a backup to the CC Assistant Manager, stepping in when needed to provide supervisory support and ensure operational continuity. |
|
• |
Monitor and report on trends in member inquiries, helping leadership identify areas for policy updates or service enhancements. |
|
• |
Take loan applications over the phone, assisting members with eligibility, documentation requirements, and application processing, particularly during peak periods or when high application volumes occur. |
|
• |
Perform other duties as assigned to support the Member Contact Center’s efficiency and member satisfaction. |
Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.