Educational Federal Credit Union · 4 months ago
Contact Center Member Representative I
Miami, Florida, United States
Full-time
Onsite
New Grad, Entry LevelEducational Federal Credit Union is seeking a Contact Center Member Representative I to provide exceptional service to its members. The role involves handling inquiries, processing transactions, assisting with online banking, and maintaining a strong understanding of credit union policies and products.
CreditCredit BureauDebit CardsFinancial Services
Responsibilities
Handle general member inquiries, including balance inquiries, transaction history, and account details
Process fund transfers and check orders
Assist members with online banking and mobile app support
Provide basic product and service information, referring members to specialists when needed
Escalate card service issues, dispute claims, and complex account concerns to the appropriate teams
Maintain a strong understanding of credit union policies and financial products
Ensure all member interactions are documented accurately
Deliver exceptional member service, maintaining professionalism and efficiency
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
Utilize systems including Alkami, App Extender, Image Center, NICE, SmartPay, and Symitar
Refer loan applications to the Lending Specialists
Develop competencies in active listening, effective communication, empathy, problem-solving, adaptability, patience, and teamwork
Adhere to attendance policies and contribute positively to team goals
Maintain confidentiality of member information and dispute details
Participate in training sessions to stay updated on procedures and regulations
Identify opportunities for process improvement and communicate suggestions to management
Saturday work required
Bilingual Preferred (Creole or Spanish)
Perform other duties as assigned to support the Member Contact Center
Qualification
Required
Handle general member inquiries, including balance inquiries, transaction history, and account details
Process fund transfers and check orders
Assist members with online banking and mobile app support
Provide basic product and service information, referring members to specialists when needed
Escalate card service issues, dispute claims, and complex account concerns to the appropriate teams
Maintain a strong understanding of credit union policies and financial products
Ensure all member interactions are documented accurately
Deliver exceptional member service, maintaining professionalism and efficiency
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
Utilize systems including Alkami, App Extender, Image Center, NICE, SmartPay, and Symitar
Refer loan applications to the Lending Specialists
Develop competencies in active listening, effective communication, empathy, problem-solving, adaptability, patience, and teamwork
Adhere to attendance policies and contribute positively to team goals
Maintain confidentiality of member information and dispute details
Participate in training sessions to stay updated on procedures and regulations
Identify opportunities for process improvement and communicate suggestions to management
Saturday work required
Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned
Preferred
Bilingual Preferred (Creole or Spanish)
Company
Educational Federal Credit Union
Educational Federal Credit Union offers checking accounts, loans, insurance options, financial planning, digital wallet, and pupil services.
Founded in 1935
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Joe Suarez, MBA, CPA
SVP Finance/CFO
Karla Gabuardi
Sr. Talent Development Manager, NCCO, NCBSO
Recent News
2026-01-06
2025-10-14
2025-08-09
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