Randolph Brooks Federal Credit Union · 23 hours ago

Member Service Call Center Representative

San Antonio, TX

Full-time

Remote

Entry, Mid Level

$20/hr - $22/hr

1+ years exp

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Responsibilities

Responsible for creating an exceptional member experience and non-members through all contact center channels.

Ability to communicate, multitask and operate contact center phone, email, and chat systems in a fast pace, high volume environment.

Use cognitive judgment to identify, analyze and address all inquiries while maintaining current working knowledge of RBFCU policies and procedures and regulatory laws.

Apply fraud detection techniques, submit debit card fraud claims and transaction disputes to maintain and safeguard member and credit union interests and sensitive information.

Assist and fulfill general member transactions and inquiries on behalf of various departments. Including, but not limited to, account research, balance inquiries, deposit account transactions, opening/updating accounts, provide online banking support, consumer loan inquiries and submitting applications, and mortgage inquiries.

Discuss and recommend products and services to meet the needs of the member and the mission of RBFCU.

Educate and promote the use of self-service options available through RBFCU.org and RBFCU Mobile App.

Identify concerns, feedback, and record complaint entries to improve and enhance member experiences and the brand of RBFCU.

Works with department supervisors and displays accountability with real time decision making that directly impacts member interactions and accounts.

Strive to meet or exceed department goals and objectives through key performance indicators and core values.

Dedication to developing strong relationships with co-workers, management, and other departments.

Perform duties proficiently with utilizing the following software: DNA-Prod, DSI Avaya Marquee, Loans PQ, Workday, Calabrio, WireExchange, Onbase, Call Monitoring Software, Twilio, Twilio Cloud Alerts, Check Free.

All other duties as assigned (note: essential functions, responsibilities, and programs may change, or new ones may be assigned at any time with or without notice).

Qualification

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Bilingual (English/Spanish)Call Center ExperienceCustomer Service ExperienceMicrosoft ApplicationsInternet ExplorerSales Skills

Required

High School Diploma or GED

6 months of work experience in a Call Center or Financial Institution OR Customer Service

Must be able to work a flexible Monday-Saturday schedule (Hours of operation: Monday - Friday 8:00 a.m. - 6:00 p.m. and Saturday 8:30 a.m. - 4:00 p.m.)

Must have good organizational, communication, interpersonal and sales skills, along with the ability to multi task and manage time effectively with a close attention to detail.

Attendance and promptness is pertinent

Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form

Ability to handle problems involving several concrete variables in standardized situations

Must be proficient in using PC, Microsoft applications software, Internet Explorer, and other office equipment

To ensure expectation of service is upheld, must have good organizational, communication, interpersonal and sales skills

Capable of demonstrating the ability to multi-task, manage time effectively, be detail oriented, accept ownership, and adapt to needs of department

Self-initiate and apply logic to problem solve with few concrete variables

Attendance and promptness is pertinent