Contact Center Member Service Specialist (Location: Tallahassee, FL)

Essential Job Functions

• Shift: Must be flexible to work any day or shift between the hours of 7:00am - 7:00pm / Monday - Saturday.
• Contact Center Member Service Specialist:
  • Provide quality member services to our members by performing transactions that are requested by members or answering their questions, which may be related to Internet Banking, Magic*Touch, their account history or member service, loan, VyStar Investment Services products and/or VyStar Real Estate Services.
  • Member Service transactions include but are not limited to fund transfer, wire transfer, Internet Banking PIN reset, stop payments, opening checking accounts, money market accounts, Certificate of Deposit accounts or other savings accounts, etc.
  • Acquire extensive product knowledge of deposit products along with operational function of those products.
  • Offer loan related products such as GAP, IWS, Credit Life & Disability Insurance in addition to VyStar Investment Services, VyStar Real Estate Services, other Savings Accounts, Checking Accounts, Money Market Accounts, IRA accounts, CDs, etc. based on our members’ needs.
  • Offer loan products, such as auto loans, credit cards, large luxury items and mortgage products, which may be referred to the more experienced Call Center Member Relationship Specialist team.
  • Adhere to the Standards of Excellence and behaviors associated with VyStar Excellence. Exhibit courteous and professional telephone etiquette in all member contacts while conducting effective fact finding to understand the member’s needs and issues and making independent and appropriate decisions in resolving members’ problems as well as in offering appropriate products.
  • Maintain confidentiality and integrity of information related to all member accounts.
  • Attain proficiency in all available tools.
  • Ensure that member’s expectations were exceeded. Verify necessary follow-up actions.

Qualifications

• A minimum of one year experience in a position of direct member/customer contact in financial institutions, especially in a call center environment, is preferred.
• The minimum formal education required is a high school diploma or its equivalent.
• The candidate for this position must have a personality that enjoys talking to members on the phone. Must possess excellent listening and comprehension skills with proper telephone etiquette. Having sales experience in the financial environment is preferred. Also, having prior exposure to the lending process, familiarity with analyzing credit reports and exposure to interest computation methods is preferred.
• Must have excellent verbal, written communication and telephone skills. Must have accurate data entry skills and be proficient in PC skills including Microsoft Word, Outlook, Internet access, etc. Must be able to communicate necessary information clearly. Must be professional in appearance and attitude.