Blackhawk Community Credit Union · 4 days ago
Member Advisor-Contact Center
Janesville, WI, US
Full-time
Onsite
Entry, Mid Level
$27.83/hr - $27.83/hr
2+ years expBlackhawk Community Credit Union is seeking a Contact Center Member Advisor to create exceptional experiences for members seeking assistance via telephone or digital channels. The role involves providing helpful service, promoting financial education, and processing various financial inquiries accurately and efficiently.
Credit CardsFinancial Services
Responsibilities
Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA). Complete required annual BSA training to ensure you understand your responsibilities that apply to BSA
Provides friendly, helpful service that promotes financial discipline through:
Executing daily interactions with a professional attitude
Maintaining knowledge of BHCCU products and processes
Proactively greeting members with a smile, proper introductions, and full attention
Taking responsibility for service levels for all member access mechanisms of communication; phone, digital banking conversations, emails, text messages, and video conferencing
Properly identifying members, keeping member information confidential, using tools necessary to keep security at the forefront of member service and experience. Creating secure interactions by fully verifying our members’ identities
Understanding the members’ objectives by asking appropriate questions and listening to the members’ responses
Delivering consistent member experiences by applying Blackhawk Community Credit Union’s service standards
Exhibiting ownership of Contact Center goals and completing necessary reports that summarize daily activities
Teamwork and collaboration
Recommending the best solutions and guiding members through steps to accomplish their goals and strengthen their financial well-being
Processing transactions accurately and efficiently
Following up with the members to ensure satisfaction and to provide encouragement
Fulfills member service requests including account maintenance, research, reconciliation, and correction
Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position
Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA). Complete required annual BSA training to ensure you understand your responsibilities that apply to BSA, including:
CIP (Customer Identification Program)
CDD (Customer Due Diligence)
Beneficial Owner identification and verification
Prohibited Account Types
CTRs (Currency Transaction Report)
SARs (Suspicious Activity Report)
OFAC (Office of Foreign Assets Control
Monetary Instruments
Performs other duties as assigned, including but not limited to, internet or phone loan applications, eService requests including mobile deposit and bill pay enrollment, digital banking trouble shooting, and assisting peers in the branch with member service requests
Qualification
Required
Must be at least 18 years of age
Associate degree, High School diploma or equivalent level of knowledge and skills
Minimum of two years of previous Teller, or Member Advisor experience
Previous experience in a similar position at a financial institution along with knowledge of banking and/or credit union regulations preferred
Pass the pre-employment background check
Must possess strong interpersonal skills, a positive attitude, and a desire to help people
Must possess excellent verbal and written communication skills
Must have reliable attendance
Ability to work independently and in a team environment
In-depth knowledge of member self-service tools, products and services offered by Blackhawk Community Credit Union
Must possess basic mathematical skills required, along with basic computer skills in JHA products
Ability to organize and prioritize work and maintain accurate records
Projects a professional attitude through voice projection, appearance, member service skills. Possess research, analytical, and problem-solving skills
Ability to sit and/or stand for extended periods of time
Intermittent physical activity including bending, reaching and prolonged periods of sitting
Ability to lift light objects, usually no more than 8 lbs. in weight
Ability to utilize close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
Ability to move about and communicate effectively with a diverse membership and employee group
Ability to accomplish the described responsibilities using computers and technology
Ability to work in a changing, challenging, and fast paced environment with varying stress levels
Ability to provide own transportation and travel to other locations as needed
Preferred
Bilingual not required but recommended
Company
Blackhawk Community Credit Union
Blackhawk Community Credit Union is a member-owned financial services organization.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Matt Wohlers
EVP CFO
Lindsey DeBartelo
Chief Operating Officer
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