Contact Center Representative BMI Federal Credit Union Dublin

Title Contact Center Representative
Date 28 August 2020
Company BMI Federal Credit Union
City Dublin

Short Description :

And chat messages, from members regarding loan and deposit services Responsible for answering member inquiries received thru the telephone Contact Center or electronic services Inquiries may include researching account transactions, cross selling credit union products ,…

Full Description :

JOB SUMMARY:

Responsible for answering member inquiries received thru the telephone Contact Center or electronic services. Inquiries may include researching account transactions, cross selling credit union products and services, resolving disputes, handling transactions with accuracy and with little supervision in a positive and professional manner.

ESSENTIAL JOB FUNCTIONS:

  • Answer telephone, mail requests or electronic services (e-mails and chat messages), from members regarding loan and deposit services; credit, VISA debit cards, STAR cards; account information, transfer requests, loan payments, withdrawals, stop payments, check order and supplies; bill pay or any other member request concerning products and services of the credit union.
  • Responds to the members’ inquiries regarding the operation of accounts, access to services, Loyalty Reward level usage charges, dividend rates on savings and interest rates on loan products.
  • Process requests for stop payments, share draft copies, ACE check copies, wire transfers, certificate (super savers and IRAs) changes, penalties, terms, new; statement copies, VISA, VISA debit card and STAR card applications and reissues, bill pay by phone (check or card), online banking connect set-up, and address changes (including RED FLAG issues).
  • Troubleshoot member issues, including technical challenges, related to Q2 (our online banking platform).
  • Research card problems (VISA, VISA debit and STAR).
  • Conduct research on WESCOM, assist members in making changes to on-line bill pay, stop payments for checks, rerouted checks, delayed checks and re-deposited bill pay checks.
  • Research ACH issues; ACH stop, disputes, wrong account postings, locate originators.
  • Understand and follow BMI policies/procedures complying with federal regulations including but not limited to; Bank Secrecy act; Anti Money Laundering regulations; USA Patriot Act; Office of Foreign Asset Control; Truth in Savings (NCUA Part 707);Regulation CC, D, E and B; and Right to Financial Privacy Act.
  • Understand and follow BMI policies/procedures for security; phone, e-mail and internet.
  • Assist managers in operational for opening and closing the Contact Center.
  • Complete training and development in designated timeframes.
  • Understand and follow BMI policies/procedures as designated in the employee handbook and other BMI operational documents.
  • Other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES:

  • Strong customer service skills
  • Professional demeanor
  • Excellent oral and written communication skills
  • Strong organizational skills and attention to detail
  • Knowledge of solution-driven sales process
  • Knowledge of basic math computations (add, subtract, multiply and divide)
  • Skill in operating a PC and MS Office products (Word, Excel, Outlook)
  • Ability to use standard office equipment (copier, fax, scanner and ZON)
  • Ability to effectively use professional oral and written communication skills.
  • Ability to reason logically (use common sense), comprehend and carry out instructions furnished in written, oral or diagram form.

EDUCATION AND EXPERIENCE

High school diploma or equivalent and 1 to 2 years experience in a financial institution, customer service environment, or an equivalent combination of education and experience.

The above statements are intended to describe the nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of staff members so classified.

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