Member Advisor-Contact Center

About the role

A Contact Center Member Advisor (CCMA) is responsible for creating an exceptional experience for each member seeking assistance via telephone or digitally. CCMAs consistently surpass BHCCU service standards for our members from the initial point of contact, whether by phone or through digital channels. Delivers friendly, helpful service that promotes financial education while using expert knowledge to processes a variety of financial inquiries accurately and efficiently including account openings, service requests, transactions, and lending services.

Responsibilities

• Maintain knowledge of BHCCU products and processes.
• Maintain up to date knowledge and adhere to all regulations, policies, procedures, and standards that pertain to this position.
• Prepare for daily interactions with a professional attitude.
• Proactively greet members with a smile over the phone, proper introductions, and full attention.
• Assume accountability for maintaining service levels across all member communication channels within the Contact Center.
• Properly identify members, keep member information confidential, and use tools necessary to keep security at the forefront of member service.
• Ensure secure interactions by fully verifying members’ identity through designated Contact Center platforms.
• Process transactions accurately and efficiently, ensuring all transactions balance.
• Understand the members’ objectives by asking appropriate questions and listening to their response.
• Recommend the best solution or guide the members to accomplish their goals and strengthen their financial well-being.
• Exhibit ownership of Contact Center goals and complete necessary reports that summarize daily activities.
• Fulfill member service requests including account maintenance, research, reconciliation, and correction.
• Process loan applications and schedule call-back loan applications through the branches.
• Secure credit union assets and process loan closings, when applicable via electronic means.
• Work cohesively with branch Member Advisors to assist when loan closings are scheduled in a branch.
• Assist Contact Center eServices with responsibilities when requested.
• Assist branch employees with member service requests.
• Follow up with the members, when necessary, to ensure satisfaction and to provide encouragement.
• Proactively contribute to positive teamwork and collaboration.
• Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA).
• Complete required annual BSA training to ensure understanding of responsibilities that apply to BSA, including:
  • CIP (Customer Identification Program)
  • CDD (Customer Due Diligence)
  • Beneficial Owner identification and verification
  • Prohibited Account Types
  • CTRs (Currency Transaction Report)
  • SARs (Suspicious Activity Report)
  • OFAC (Office of Foreign Assets Control Monetary Instruments

Education & Experience

• Must be at least 18 years of age.
• Associate degree, high school diploma or equivalent level of knowledge and skills.
• Minimum of two years of previous Teller or Member Advisor experience.
• Previous experience in a similar position at a financial institution along with knowledge of banking and/or credit union regulations preferred.
• Bilingual not required, but encouraged.
• Pass the pre-employment credit and background screening.

Competencies

• Must possess strong interpersonal skills, a positive attitude, and a desire to help people.
• Must possess excellent verbal and written communication skills.
• Must have reliable attendance.
• In-depth knowledge of member self-service tools, products and services offered by Blackhawk Community Credit Union.
• Must possess basic mathematical skills required, along with basic computer skills in Jack Henry products.
• Ability to organize and prioritize work and maintain accurate records.
• Projects a professional attitude through voice projection, appearance, and member service skills.
• Possesses research, analytical, and problem-solving skills.

Other (Physical, Mental, and Visual Skills)

• Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
• Ability to sit and/or stand for extended periods of time.
• Intermittent physical activity including bending, reaching and prolonged periods of sitting.
• Ability to lift light objects, usually no more than 8 lbs. in weight.
• Ability to utilize close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Ability to move about and communicate effectively with a diverse membership and employee group.
• Ability to accomplish the described responsibilities through the use of computers and technology.
• Ability to work in a changing, challenging, and fast paced environment with varying stress levels.
• Ability to provide own transportation and travel to other locations as needed.