What are the responsibilities and job description for the Call Center Rep I position at Sabine Federal Credit U?
Call Center Rep I
Department: Digital Experience Department
Reports To: Digital Experience Manager
Position Type: Hourly, Non-Management
Role: To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.
Essential Duties Include:
- Provide members with a variety of information over the phone. This may include assisting with balance inquiries, transfers, online banking password reset requests, Zelle, BillPay, and miscellaneous online banking needs.
- Provide debit card support via phone calls (limit increases, travel exceptions, card troubleshooting, etc.)
- Process stop payments as requested by members.
- File paperwork related to daily duties and member needs.
- Process card and ACH payments for loans received via phone calls. Provide ten day loan payoff to members as requested.
- Utilize Docusign to obtain fraud paperwork from members. Work with fraud processor to complete the fraud process.
- Work member-initiated cases for online banking and BillPay and check emails generated by the “Contact Us” link on our website.
- Make follow up fraud verification phone calls for unresolved fraud cases.
- Monthly elimination reports for online banking and BillPay.
- Research and provide balances and statements on member’s accounts as needed.
- Perform other duties as assigned.