Contact Center Member Representative I

Responsibilities

• Handle general member inquiries, including balance inquiries, transaction history, and account details.
• Process fund transfers and check orders.
• Assist members with online banking and mobile app support.
• Provide basic product and service information, referring members to specialists when needed.
• Escalate card service issues, dispute claims, and complex account concerns to the appropriate teams.
• Maintain a strong understanding of credit union policies and financial products.
• Ensure all member interactions are documented accurately.
• Deliver exceptional member service, maintaining professionalism and efficiency.
• Perform tasks such as Operator Call Handling, EdFed 24/Seven Assistance, Cross-Serving Products/Services, Dormant Accounts, Address Change, Balance Inquiry, Bank-by-Phone Assistance, Bill Pay, Check Ordering, Service Charge Assistance, Mobile Deposit, Money Market Account, Overdraft Protection Assistance, Payroll Changes, Special Shares, Share Certificates, Statement/Check Copies, Stolen Check/Account Freeze, Transfers, Wire Transfer Assistance, Identity Theft/Red Flag (SES), Stop Payments, Winter Skip-a-Pay, and Message Center.
• Utilize systems including Alkami, App Extender, Image Center, NICE, SmartPay, and Symitar.
• Refer loan applications to the Lending Specialists.
• Maintain confidentiality of member information and dispute details.
• Participate in training sessions to stay updated on procedures and regulations.
• Identify opportunities for process improvement and communicate suggestions to management.
• Perform other duties as assigned to support the Member Contact Center.

Skills

• Active listening
• Effective communication
• Empathy
• Problem‑solving
• Adaptability
• Patience
• Teamwork

Requirements

• Saturday work required
• Bilingual preferred (Creole or Spanish)
• Adhere to attendance policies and contribute positively to team goals
• Comply with all Bank Secrecy Act (BSA) policies and procedures and attend required BSA‑related training as assigned