Full-Time PAT Member Service Representative I - Contact Center

About the role

This position provides support to the Assistant Branch Manager/VP of Contact Center and delivers an ultimate level of service to the members, clients, and employees of American Heritage Credit Union via actions, accountability, and integrity.

Responsibilities

• Provide accurate information and respond to all requests within agreed time frames
• Conduct yourself in a friendly and professional manner; listen effectively and offer appropriate solutions
• Project a "whatever it takes" attitude; address members by name and thank them for their business
• Direct and assist members with transactions, explaining PTM/ITM functionality
• Perform routine member transactions including cash/check deposits, cash and check withdrawals, and transfers
• Perform account review and fraud mitigation including CIP
• Receive payments for Midwest Mortgages, MBFS, and consumer loans
• Respond to member requests, problems, and complaints or direct them to the proper person
• Provide and explain routine information on credit union services or policies including membership eligibility, account types, loan insurance, loan policies, interest rates, dividend rates, locations, office hours, and telephone numbers
• Examine checks for endorsements and negotiability; make check hold decisions using True Checks and member relationship
• Process requests to open CDs and IRA CDs
• Identify software or hardware issues relating to the PTM/ITM platform and communicate issues to a Contact Center Supervisor

Qualifications

• Professional, well-developed interpersonal skills essential for servicing members and projecting a positive image
• Strong familiarity with credit union's products, services, policies, and procedures
• Ability to analyze member questions/problems and refer/cross-sell products or services through CRM system (DataVa)
• Excellent attention to detail with ability to perform expeditiously and accurately
• Outgoing, friendly, "member oriented" personality
• Willing to accept temporary or permanent reassignments and/or travel to other branches within the region as deemed necessary

Skills

• Excellent communication, organizational, problem solving, and member service skills
• Teller/Cash handling and Sales experience preferred

Schedule

• Full-Time position
• Must be available to work evening and Saturday hours
• Rotating shifts between Monday-Friday 7:55 a.m. – 7:05 p.m. and Saturday 8:55 a.m. – 3:05 p.m.
• On closing shifts, dismissal is upon conclusion of all interactions being completed

Eligibility

• Worked for American Heritage Credit Union for at least 180 days (6 months) or been in current position for that same period if recently transferred/promoted
• Meeting expectations in current role with no documented performance issues within the most recent six-month period
• Meet minimum requirements and be able to perform essential functions with or without reasonable accommodation
• Submit application to HR by closing date
• Inform Manager/Supervisor of intent to apply prior to submitting application