EDIFI Credit Union Seeking Contact Center Agent II

About the role

EDIFI Federal Credit Union is seeking a Contact Center Agent II who demonstrates excellent problem-solving abilities, meticulous attention to detail, and a strong commitment to service excellence.

About EDIFI Federal Credit Union

EDIFI Federal Credit Union is a not-for-profit, financial institution headquartered in Willingboro, New Jersey. With nearly 26,000 members and approximately $250,000,000 in assets, we are one of the largest credit unions in New Jersey. Our mission-culture is "Know More. Grow More." EDIFI strives to foster personalized relationships with our membership and employees. As an EDIFI team member, you will be part of a community that works together to provide financial security to each other and the credit union organization. We promote a positive, supportive, rewarding, and collaborative work environment. EDIFI's set of core values are Respect, Accessibility, Integrity, Security and Exceptional Service (RAISE).

Responsibilities

• Respond to the needs of members and prospective members via inbound and outbound phone calls, chat, fax, mail, and electronic communication.
• Drive service excellence by personally and professionally addressing member inquiries and issues.
• Handle complex and sensitive matters through in-depth research and provide accurate, timely solutions to ensure member satisfaction.
• Assist with supporting new agents.
• Receive and research information needed to assess and fulfill members' needs.
• Follow through to ensure member satisfaction.
• Educate members and suggest applicable and beneficial products and services.
• Answer escalated calls and address complex member account issues.
• Apply changes to accounts and process paperwork for a variety of credit union services.
• Provide information concerning Certificates of Deposits, Money Market accounts, Individual Retirement Accounts, Loans, Visa Program and all other products and services available.
• Monitor and respond to electronic communications received from members via EDIFI's website, such as Live Chat and Virtual Branch.
• Troubleshoot online and mobile banking issues.
• Assist with debit and credit card issues.
• Support lending initiatives by completing loan applications, load, and confirm loan statuses, and convey to members what documentation is required to disburse loans.
• Cross-sell loan debt protection products.
• Perform other duties as assigned.

Qualifications

• High School Graduate or GED required.
• Associate's or bachelor's degree a plus.
• 3-5 years in a customer service environment, preferably in financial services.
• Contact Center experience is preferred.
• Extensive knowledge of credit union products and services is a plus.