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Civic Federal Credit Union · 21 hours ago

Member Experience Representative

Raleigh,NC,US

Full-time

Onsite

Entry Level

1+ years exp

Civic Federal Credit Union is committed to fostering a dynamic workplace that values employee success and community prosperity. The Member Experience Representative is responsible for communicating with members, driving brand awareness, and providing a world-class experience by effectively handling member-related transactions and inquiries.

BankingCredit CardsFinancial Services

Responsibilities

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)

Act as the primary source of information for membership eligibility requirements

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

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

Provide quality service to members, potential members and the community while achieving established qualitative and quantitative service level metrics

Assist in online banking access including troubleshooting problems and errors for device and browser issues

Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively within the team

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

Stay abreast of all member service policies and procedures, ensuring the quality as well as compliance on all member-facing interactions

Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve

Qualification

Customer service experienceFinancial productsCall center experienceOnline banking servicesManage prioritiesComfortable with technologyCommunication skillsTeam orientedSelf-motivated

Required

Minimum 1 – 3 years of customer service experience, or a Bachelor's degree

Must be team oriented, results driven, and self-motivated

Must be able to manage multiple priorities and accounts in fluid environment while maintaining accuracy in all details

Must be able to work onsite at Credit Union administrative headquarters

Must be able to work 8-hour shifts within core operating hours (8:00 am – 6:00 pm), as well as the occasional weekend and holiday

Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc

Ability to lift a minimum of 25 lbs. (file boxes, computer printer)

Travel required on occasion