Member Contact Center Representative

What You Will Do

• Responsible for providing courteous and efficient services to members via inbound calls in a contact center environment.
• Responsible for providing efficient and timely service to members via written communication channels (i.e., chat, secure home banking messages, email, etc.) as needed.
• Originate consumer loans and offer ancillary products to members when appropriate.
• Support the consumer loan process by verifying and inputting member information and collecting supporting documentation when appropriate.
• Actively listen to members, identify their needs, and offer appropriate products and services.
• Strive to provide first contact resolution and build lasting member relationships through exceptional service.
• Supports growth objectives by listening, identifying, educating and offering credit union products and services to attract and retain members.
• De-escalate upset members to aid in problem resolution.
• Protect our members’ confidential information by adhering to security and compliance procedures.
• Identify and report any suspicious behavior or suspected fraud activity.
• Educate members regarding PEFCU's electronic services.
• Aid members with electronic services, such as unlocking member accounts, Bill Pay, direct deposit inquiries, and activating debit and credit cards.
• Perform a wide variety of account maintenance and research duties including: address changes, name changes, adding/updating account set up, joint owners, or beneficiaries, closing accounts, fund transfers, processing of loan payments, wire transfers, create or modify electronic funds transfer (EFT) records, process refunds for non-sufficient funds (NSF), inactivity, minimum balance, and/or Courtesy Pay fees.

What You Need

• Commitment to an exceptional member experience
• High School Diploma or equivalency
• 2 years of relevant experience
• Knowledge of the Bank Secrecy Act and other federal laws, including but not limited to: US Patriot Act, Office of Foreign Assets and Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act preferred.

What’s in It for You

• Competitive pay
• Pay for performance incentive program
• Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
• Stellar benefits/perks
• Work/life balance