Contact Center Member Representative I

Duties and Responsibilities include:

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Handle general member inquiries, including balance inquiries, transaction history, and account details.

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Process fund transfers and check orders.

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Assist members with online banking and mobile app support.

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Provide basic product and service information, referring members to specialists when needed.

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Escalate card service issues, dispute claims, and complex account concerns to the appropriate teams.

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Maintain a strong understanding of credit union policies and financial products.

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Ensure all member interactions are documented accurately.

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Deliver exceptional member service, maintaining professionalism and efficiency.

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Perform tasks such as Operator Call Handling, EdFed 24/Seven Assistance, Cross-Serving Products/Services, Dormant Accounts, Address Change, Balance Inquiry, Bank-by-Phone Assistance, Bill Pay, Check Ordering, Service Charge Assistance, Mobile Deposit, Money Market Account, Overdraft Protection Assistance, Payroll Changes, Special Shares, Share Certificates, Statement/Check Copies, Stolen Check/Account Freeze, Transfers, Wire Transfer Assistance, Identity Theft/Red Flag (SES), Stop Payments, Winter Skip-a-Pay, and Message Center.

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Utilize systems including Alkami, App Extender, Image Center, NICE, SmartPay, and Symitar.

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Refer loan applications to the Lending Specialists.

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Develop competencies in active listening, effective communication, empathy, problem-solving, adaptability, patience, and teamwork.

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Adhere to attendance policies and contribute positively to team goals.

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Maintain confidentiality of member information and dispute details.

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Participate in training sessions to stay updated on procedures and regulations.

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Identify opportunities for process improvement and communicate suggestions to management.

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Saturday work required

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Bilingual Preferred (Creole or Spanish)

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Perform other duties as assigned to support the Member Contact Center