Broadview Federal Credit Union · 1 month ago
Sr. Call Center Rep - Escalations Experience - $30/hour
Albany, NY
Full-time
Onsite
Mid, Senior Level
$30/hr - $30/hr
2+ years expBroadview Federal Credit Union is a company that values its employees, members, and community. The Member Advocate role focuses on delivering exceptional service and support to members while resolving inquiries and enhancing their financial wellness through consultative conversations.
CreditEducationFinanceFinancial Services
Responsibilities
Provide exceptional service by actively listening, demonstrating empathy, and resolving member inquiries with professionalism and accuracy
Resolve issues at first contact whenever possible, using sound judgment, resourcefulness, and a thorough understanding of internal policies and procedures
Manage inbound calls, chats, and / or emails related to account information, transactions, digital banking, and financial products
Proactively educate members on Broadview’s products, services, and digital tools, identifying opportunities to enhance financial wellness and deepen relationships
Maintain a thorough understanding of Broadview policies, procedures, and compliance requirements to ensure accurate and secure handling of member information
Navigate multiple banking systems and technologies to research, resolve, and document member interactions efficiently and securely while ensuring compliance with regulatory requirements and internal controls on handling member data and financial transactions
Meet or exceed performance metrics and KPIs, including but not limited to, quality assurance, call handle time, member satisfaction, productivity, and service excellence goals
Continuously seek opportunities to improve service delivery, streamline processes, and enhance member outcomes
Collaborate with team members and leadership to support a positive, solutions-oriented culture and contribute to ongoing process improvements
Participate in ongoing training and development to strengthen product knowledge, technical proficiency, and communication skills
Qualification
Required
Associate's degree or equivalent experience (a combination of education and relevant work experience will be considered)
Minimum of two (2) years of contact center experience, preferably in a financial institution or credit union environment
Demonstrated ability to resolve issues independently and efficiently, with a focus on first contact resolution
Strong proficiency in navigating banking technologies and digital platforms
Ability to work a structured schedule that includes evenings and weekends
Preferred
Lending certification is a plus
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply
Benefits
A competitive benefits package
Company
Broadview Federal Credit Union
Broadview FCU provides personalized banking solutions, financial education, and a platform for bonus enrollment.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Castellana
Chief Executive Officer
Earl T. Young
Chief Lending & Credit Officer
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