Job Description and Requirements
Randolph-Brooks Federal Credit Union is seeking candidates for full time employment opportunities with our Member Service Call Center team starting at $20.00/hour!
The Member Service Call Center Representative will have the ability to work from home after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. Applicants who work from home must reside within the State of Texas and have the capability of performing all of the work from their home in Texas.
To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU.
- Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided).
- Must be able to provide a workspace at home that is safe, suitable for work, and within a distraction free environment.
As a Member Service Call Center Representative, you will provide exceptional service to members, non-members, branches and internal departments through multiple communication channels. Process a variety of transactions and inquires in accordance with policies, procedures, regulatory laws with supervision. Identify member needs and conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union by recommending appropriate products/services and/or solutions to enhance member experience.
Essential Functions and 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).
Requirements:
- 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
Skills:
- 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
Preferred:
- Bilingual (English/Spanish)
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
