Dover Federal Credit Union · 2 months ago
Digital Experience Representative (Call Center)
Dover,DE,US
Full-time
Onsite
Entry, Mid Level
2+ years expDover Federal Credit Union is focused on providing excellent member service and is seeking a Digital Experience Representative to enhance the member experience through various digital channels. The role involves handling member inquiries, cross-selling products, and ensuring efficient service delivery while adhering to confidentiality protocols.
BankingCreditCredit BureauFinancial ServicesLending
Responsibilities
Ensure that we are delivering service, to both internal and external members, in alignment with the credit union’s purpose statement: We’ll Help You Get There, Wherever That May Be
Handle a high volume of inbound member service phone calls, chats, and videos calls that are related to various inquiries regarding members’ or prospective members’ relationships with DFCU
Remain current on credit union product knowledge and use that knowledge to meet members’ needs
Cross-sell other credit union products and services
Meet all established sales and service goals
Provide prompt, efficient, professional, courteous member service
Engage with members on all digital channels such as phones, video, and chat
Adhere closely to member confidentiality and authentication procedures
Direct member concerns in a timely manner to the appropriate team members
Communicate member service concerns to management
Research and resolve members’ problems related to their accounts
Process disputes and fraudulent claims for members
Order share drafts, ATM/Debit Cards for members
Process loan payments
Process membership applications, establish new accounts for eligible members and sell the financial services that best meet the needs of the member
Process the adjustments, changes, or deposits to existing accounts as requested by the member
Handle Online Banking related requests, password resets, and Bill Pay questions
Prepare credit union transfers and other wires for members as requested
Process IRA deposits, rollovers, transfers, withdrawals, and closures
Scan all member related documentation upon initiation
Perform stop payment requests
Cross-train to become proficient and knowledgeable in the sales and operations of the credit union
Attend staff meetings and training sessions
Pro-actively reach out to members for cross-selling opportunities and member retention
Qualification
Required
Requires education equivalent to a four-year high school diploma
At least 2 to 3 years of customer service experience required
Professional, well-developed interpersonal skills essential for serving members and projecting a positive image as a representative of the credit union
Requires knowledge of consumer loan policy, credit-granting criteria, and interest rates
Knowledge of interviewing skills and techniques also required
Requires a working knowledge of PCs in a Windows environment, multi-line telephones
Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
Preferred
At least 1 to 2 years of experience in a financial institution highly preferred
Company
Dover Federal Credit Union
Dover Federal Credit Union is a part of the banking industry and helps customers in financial services, loans, credit and banking.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Janell Upton
President and CEO
Donna Kiscaden
Chief Financial and Risk Officer
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