Member Experience Representative (Contact Center Representative)

OUR CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The primary functions of this role are to communicate with members and potential members, drive brand awareness, build relationships internally and externally that result in member retention and growth, provide a world-class experience by clearly and effectively communicating products and services, and accurately handle member related transactions. The Member Experience Representative (Contact Center Representative) is responsible for establishing a collaborative environment within the Member Experience Center that leverages technology to best discover and address member needs, and services.

NORMAL DAY-TO-DAY WORK

1. Promptly respond to communication and inquiries from members and potential members via various communication channels (including but not limited to: email, phone, web chat, text message, video conference, and social media via third party software).
2. Act as the primary source of information for membership eligibility requirements.
3. Serve as the front-line problem solver to address member concerns as well as complaints. Involve appropriate resources, such as fulfillment team, lending department, and management as necessary.
4. Identify, recommend, and cross-sell appropriate products and services to new, existing, and potential members. Promote Credit Union products and services while delivering high quality service with accuracy.
5. Provide quality service to members, potential members and the community while achieving established qualitative and quantitative service level metrics.
6. Assist in online banking access including troubleshooting problems and errors for device and browser issues.
7. Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively within the team.
8. Use tact and experience-based knowledge to resolve member issues and concerns by explaining policies and products while representing the Credit Union in a professional manner.
9. Stay abreast of all member service policies and procedures, ensuring the quality as well as compliance on all member-facing interactions.
10. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few qualifications you MUST have to be qualified for this position.

1. Minimum 1 – 3 years of customer service experience, or a Bachelor’s degree.
2. Must be team oriented, results driven, and self-motivated.
3. Must be able to manage multiple priorities and accounts in fluid environment while maintaining accuracy in all details.
4. Must be able to work onsite at Credit Union administrative headquarters.
5. Must be able to work 8-hour shifts within core operating hours (8:00 am – 7:00 pm), as well as the occasional weekend and holiday.
6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
7. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
8. Travel required on occasion.

Here are a few qualifications we’d LIKE for you to have.

1. Four-year degree from accredited college/university.
2. Call center experience.
3. Knowledge of financial products and services, mobile and on-line banking a plus.
4. Experience using on-line banking services preferred.
5. Must be comfortable using various technology platforms.
6. Excellent verbal, written, telephone and interpersonal communication skills.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach HR at:

Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

careers@civicfcu.org

PI1872a5ea3afb-38265-41610041