Member Experience Representative - Contact Center jobs in United States
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Dade County Federal Credit Union · 2 weeks ago

Member Experience Representative - Contact Center

positionDoral, FL, US
timeFull-time
remoteOnsite
seniorityEntry Level
money$22/hr - $22/hr
date1+ years exp

Dade County Federal Credit Union is seeking a Member Experience Representative to provide quality service to their members. The role involves effective communication with members, resolving service issues, and cross-selling financial products to meet members' needs.

BankingFinancial Services

Responsibilities

Communicates with member and/or non-member in a professional, friendly, and efficient manner through either in-bound or out-bound calls
Responds to and effectively resolves member service issues; escalates member issues to a higher authority, when necessary
Provides excellent member service to current and potential members
Handles all inquires on deposit accounts and loans including but not limited to: Visa credit cards, loans, mortgages, home equities, share certificates, retirement plans, bill payments/on-line banking, direct deposit, payroll deduction, and ATM/Debit cards
Possess a thorough knowledge of Dade County Federal Credit Union products, services, policies and procedures
Effectively cross-sells credit union products and services (i.e. PFP Life Insurance)
Participates in helping to regularly meet or exceed established contact center service and productivity goals as established by the EVP and/or Contact Center Director
Regularly meets or exceeds established individual contact center productivity goals that include but are not limited to: abandon call rate percentage, number of calls answered, availability, average talk time, average time in “not ready”
Complies with all Bank Secrecy Act (BSA) regulations and standards, attends all required BSA training
Completes special projects and tasks as assigned
Perform all other related duties as required

Qualification

Credit union operationsMember service skillsSalesService mentalityMicrosoft OfficeBSA regulations knowledgeMathematical skillsTelephone etiquetteSpanish languageCommunicationOrganizational skills

Required

Excellent communication and organizational skills
Proficient knowledge of PC applications, including but not limited to Microsoft Office (Excel, Word, and Outlook)
Must be highly motivated, flexible, and organized while being able to handle multiple projects and tasks
Must have a thorough understanding of credit union/bank operations and all necessary credit union regulations
Must be detailed oriented and display excellent mathematical skills
Excellent telephone etiquette
Must have a sales and service oriented mentality with a proven track record in these areas
Flexible schedule to include evening and Saturday hours
At least 1-3 years related experience and/or training in a bank/credit union call center/branch environment
Must have knowledge of credit union policies, procedures, regulations, and industry practices

Preferred

Fluent in the Spanish Language is desired

Company

Dade County Federal Credit Union

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Dade County Federal Credit Union provides financial and banking services.
dateFounded in 1939
location
Miami, Florida, USA
people-size201-500 employees
web-link
https://www.dcfcu.org

Funding

Current Stage
Growth Stage
Total Funding
$4.96M
Key Investors
Community Development Financial Institutions Fund
2023-04-10Grant· $4.96M

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