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AMOCO Federal Credit Union · 1 month ago

Contact Center Member Services Representative

Texas City, Texas, United States

Full-time

Onsite

New Grad, Entry Level

AMOCO Federal Credit Union is one of the largest credit unions in the Houston/Galveston area, dedicated to serving the financial needs of its members. The Contact Center Member Services Representative provides excellent member experience through various communication channels while ensuring timely and effective responses to member needs.

Financial Services

Responsibilities

Handles quick service member requests (or routes to appropriate party) that are routed through various channels such as video banking web/mobile/kiosk, video teller at ITM, phone calls, texts, email, message center, or chat. Quick service member requests may encompass any of the following (not an exhaustive list): account-related questions, balance and transfer inquiries, address change, wires, stop payments, dispute and fraud-related scenarios, online banking password resets, external transfer accounts, and set-up, mobile deposit check review and acceptance, loan maintenance questions and procedures, direct deposit inquires, change of deposit product, etc

Handles new member applications for those received through online banking applications including review of supporting documentation, communication with potential and new members, review recommendations to open/deny the new membership application, and processing of the new account within account opening software, helping member with direct deposit set-up, etc

Stays current with required and assigned training for department and organizational knowledge

Reports technical challenges or potential risks to management and appropriate parties as necessary. Performs other duties as assigned

Qualification

Customer ServiceAccount ManagementProblem ResolutionCommunication SkillsTechnical Reporting

Required

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control

Commitment to provide excellent customer service while using Member Service & Loyalty Skills: Focus on Member, Maintain/Enhance Self-Esteem, Listen, Maintain Personal Responsibility, Manage Complaints and Resolve Problems