Digital Member Support Rep I (Call Center Hybrid Position)
Signal Financial Federal Credit Union
- Kensington, MD
- $20.00-25.00 per hour
- Permanent
- Full-time
- Member Assistance - Communicates with members in a courteous, professional and pleasant manner at all times; through various eServices including but not limited to video, secure message, email, chat and phone. Assist members with inquiry resolution at first contact. Researches and resolves routine member questions. Refers members to digital member supervisory personnel or other departments as needed. Identify cross-sell and referral opportunities to enhance members' relationships with credit union.
- After Interaction Work/Member and Department Records - Complete after interaction work accurately and efficiently. Maintain member account information on core system. Assure that appropriate records are maintained and required reports are prepared. Provide necessary reports to appropriate manager or departments.
- Department Liaison - Act as a liaison between members and other credit union departments to achieve needed resolution for the member. Complete various operational tasks including but not limited to online account opening, loan applications, payment processing and bill pay activities. Participate in special projects within the department and organization as requested.
- Job Knowledge - Continually increase and refine knowledge of credit union products, services and operations. Participate in various training activities including webinars and online courses. Share information with DMS team to increase team and knowledge.
- Other duties as assigned
- High School diploma required. Associates degree or higher equivalent preferred
- One month to two years of customer/member service work experience.
- Previous contact center experience helpful.
- Will be required to work periodic Saturdays to provide coverage while branches are open
- Excellent verbal and written communication skills
- Professional eServices manner
- Ability to work in a high volume environment
- Ability to manage multiple projects
- Good organizational skills
- Significant level of trust, confidentiality, tact and diplomacy are required
- Strong attention to detail
- Proficiency with MS Office including Outlook, Word & Excel. Experience with our core system preferred