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If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!Summary of Role: To process our members’ financial transactions and informational needs and offer product suggestions and assistance with all e Commerce products by phone or internet while c onsistently providing “Cult of Amazement” service . The Contact Center Associates will be the primary support for the Credit Union phone volume and be in rotation for email and ticket coverage. Essential Job Functions/Responsibilities:
Conduct basic member service transactions using a variety of systems and online tools.
Achieve departmental minimum performance standards.
Support all general member inquiries relating to general info, products and services, lending, and E-Commerce.
Working knowledge of the following systems, including but not limited to: Symitar, Evolve, Star, Clarke, Digital Insight (Connect 24 and Admin Platform), Touch-24, EchoSign, Synergy.
Support all account maintenance duties including, but not limited to: transfers, loan payments, check orders, change of address, stop payments, card disputes, open/closing shares, payrolls and forms.
Maintain working knowledge of member share/account regulations, policies and procedures.
Support all online and mobile banking services and perform associated maintenance including, but not limited to: Bill Payment, Remote Deposit, POP money, Purchase Rewards.
Handle member requests regarding account reconciliation, complaints, transactions and errors.
Complete all CU training on regulatory guidelines that impact branch policies, procedures and legal issues that affect the credit union industry. (i.e. network security, red flags, BSA, OFAC, Truth in Savings, IRAs)
Retrieve, track and respond to member voicemail.
Working knowledge of all CU products and services.
Ability to generate referrals and cross-sales during member transactions and conversations.
Training & Performance Expectations: Employees hired at the Level 1 position will have three months to attain a working knowledge of the essential job functions for that position. Minimum Performance Standards:
Member E-mails responded to within 4 hours.
Member requests through the website are processed within 24 hours.
Online membership applications processed within 24 hours.
Phones: 13 contacts per hour
10 CUSO Referrals per Month
10 Cross-sales per Month
Minimum Job Qualifications:
High School Diploma; Associates Degree in a related field preferred.
One (1) to three (3) years of customer service experience , preferably in the financial services field.
Strong verbal and listening skills; strong grammar and writing skills in order to respond to member e-mails and web chat efficiently and professionally.
Eligibility (background, credit) for MLO registration on the National Mortgage Licensing System (NMLS)
Technical aptitude with the ability to support online banking products including PC and mobile applications.
Proficiency with PC’s, smartphone technology, Windows environment, and Microsoft Office Suite.
Ability to discuss and present product opportunities to members.
Ability to work well under pressure in a fast-paced environment.
Excellent interpersonal skills. A significant level of confidentiality, t rust and diplomacy is required.
Flexibility and a willingness to support the team.
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.We are an equal opportunity employer. We do not discriminate on the basis of race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at bv-talentacquisition@broadviewfcu.co (bv-talentacquisition@broadviewfcu.com) m.At Broadview FCU , your career is so much more than a job. Grow personally and professionally with access to opportunities to apply your strengths and unleash your potential. Broadview’s success is propelled by every employee . As we work together to serve members and our communities, our collective talents produce superior financial solutions and exceptional service that are uniquely Broadview FCU.
