Member Experience Professional I - Contact Center

About the role

The Contact Center Member Experience Professional I encompasses a multifaceted role within Partners Federal Credit Union, focusing primarily on prioritizing exceptional service delivery to both internal and external members.

Responsibilities

• Provide exceptional service to internal and external customers in accordance with PFCU Service Standards.
• Build and maintain strong relationships with all internal cast members and members.
• Able to determine member needs and open deposit products to existing members (Products include checking, savings, CDs, and Money Market).
• Provide a warm hand-off, introduction to Digital Branch by summarizing member’s needs, and solutions discussed to minimize any redundant conversations.
• Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated, and as needed, and/or for additional research or resolution.
• Work effectively with retail branches and departments as necessary for customer inquiry/problem resolution.
• Protects and maintains confidentiality with all members financial data when handling customer requests and transactions.
• Ensures that all membership documents are processed by meeting and exceeding quality control standards as outlined in the policy, including CIP, OFAC, Chexsystems, etc.
• Working knowledge of, and ensures PFCU activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations.
• Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.

Requirements

• Ability to consistently apply decision-making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits.
• Working knowledge of all state and federal banking laws and regulations.
• Balances workload to handle, Offline work such as wire processing, wire call backs, TMC tickets, etc.
• Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.

Qualifications

• Minimum Education Required to Perform Job: High School Diploma or GED
• Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire: 0 to 2 years
• Other Training, Technical Skills, or Knowledge Required: Knowledge of the following systems: Symitar, Xperience, Springboard, Master site, Liberty/Harland Clark, ChexSystem, Visa Online, Device Manager, Check 21 (Image Center), SWBC (Pay by Phone), Zelle CST, Help Desk Portal (JIRA)

Skills

• Strong listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate and follow up on product, policy or technical issues over the phone.
• Unquestionable integrity in handling sensitive and confidential information required.
• Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management.

Benefits

Combined with a comprehensive Total Rewards package, meaningful development opportunities, and an inclusive culture, you’ll find the support to grow, contribute, and build a career you truly love.

Pay

The hiring range for this position in Florida is $19.00 to $27.17 per hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors.

Schedule

Monday – Saturday, Day and Early Evening Shifts