[Hiring] Member Service Call Center Representative @Randolph Brooks Federal Credit Union

Role Description

Randolph-Brooks Federal Credit Union is seeking candidates for full time employment opportunities with our Member Service Call Center team starting at $20.00/hour!

Bilingual in Spanish and English? Employees can earn an additional $2.00 per hour upon the successful completion of the RBFCU Bilingual Spanish/English certification.

The Member Service Call Center Representative will have the ability to work from home after a period of training and performance evaluations (time frame may vary). Training will take place at the Staples branch location: 5253 S. Staples, Corpus Christi, Texas 78411. Applicants who work from home must reside within the State of Texas and have the capability of performing all of the work from their home in Texas.

To successfully work from home, employees must have:

• A reliable home internet provider and the ability to hard wire a connection directly to the modem (Ethernet cable provided).
• A workspace at home that is safe, suitable for work, and within a distraction-free environment.

As a Member Service Call Center Representative, you will provide exceptional service to members, non-members, branches, and internal departments through multiple communication channels. Responsibilities include:

• Processing a variety of transactions and inquiries in accordance with policies, procedures, and regulatory laws with supervision.
• Identifying member needs and conducting all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union.
• Recommending appropriate products/services and/or solutions to enhance member experience.

Essential Functions and Responsibilities:

• Responsible for creating an exceptional member experience and non-members through all contact center channels.
• Ability to communicate, multitask, and operate contact center phone, email, and chat systems in a fast-paced, high-volume environment.
• Use cognitive judgment to identify, analyze, and address all inquiries while maintaining current working knowledge of RBFCU policies and procedures and regulatory laws.
• Apply fraud detection techniques, submit debit card fraud claims, and transaction disputes to maintain and safeguard member and credit union interests and sensitive information.
• Assist and fulfill general member transactions and inquiries on behalf of various departments, including but not limited to:
  • Account research
  • Balance inquiries
  • Deposit account transactions
  • Opening/updating accounts
  • Providing online banking support
  • Consumer loan inquiries and submitting applications
  • Mortgage inquiries
• Discuss and recommend products and services to meet the needs of the member and the mission of RBFCU.
• Identify concerns, feedback, and record complaint entries to improve and enhance member experiences and the brand of RBFCU.
• Work with department supervisors and display accountability with real-time decision making that directly impacts member interactions and accounts.
• Strive to meet or exceed department goals and objectives through key performance indicators and core values.
• All other duties as assigned (note: essential functions, responsibilities, and programs may change, or new ones may be assigned at any time with or without notice).

Qualifications

• High School Diploma or GED
• 6 months of work experience in a Call Center or Financial Institution OR Customer Service
• Must be able to work a flexible Monday-Saturday schedule (Hours of operation: Monday - Friday 8:00 a.m. - 6:00 p.m. and Saturday 8:30 a.m. - 4:00 p.m.)
• Must have good organizational, communication, interpersonal, and sales skills, along with the ability to multitask and manage time effectively with close attention to detail
• Attendance and promptness is pertinent
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form
• Ability to handle problems involving several concrete variables in standardized situations

Requirements

• Must be proficient in using PC, Microsoft applications software, Internet Explorer, and other office equipment
• To ensure expectation of service is upheld, must have good organizational, communication, interpersonal, and sales skills
• Capable of demonstrating the ability to multi-task, manage time effectively, be detail-oriented, accept ownership, and adapt to needs of department
• Self-initiate and apply logic to problem solve with few concrete variables

Preferred

• Bilingual (English/Spanish)

Company Description

• All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.