Service Delivery Representative II

About the role

The Service Delivery Representative II position at SchoolsFirst FCU is designed for individuals who are passionate about providing exceptional customer service. This role serves as the primary point of contact for Members, handling inquiries via phone, eServices, Chat, and Secure Message channels. The ideal candidate should have a high school diploma or equivalent, 1-3 years of relevant experience, and possess excellent communication and problem-solving skills.

Responsibilities

• Serve as Members' first channel of choice for financial needs
• Provide World-Class Personal Service on each and every contact
• Handle Member inquiries by leveraging knowledge and resources about various products, services, and policies
• Navigate the internal support website to provide solutions and drive calls efficiently
• Identify and collaborate with the appropriate support departments to ensure timely resolution of issues
• Suggest ways that Members can easily access and manage their accounts
• Understand which benefits are important to Members and suggest personalized options
• Maintain the confidentiality of Credit Union and Member records
• Protect the security of Members’ accounts by properly identifying Members and listening for indications of impersonators and fraudsters
• Perform account transactions and requests with accuracy, ensuring Members’ needs are met
• Make recommendations which may be of benefit to Members, including promotions and financial education resources
• Advocate for Members and escalate issues as appropriate
• Supports service initiatives, participates in training or huddle sessions, and suggests opportunities to streamline processes and functions
• Performs other duties as assigned

Qualifications

• High School Diploma or GED required
• 1-3 years of previous related experience required
• Essential communication skills including empathizing, being engaged, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisor
• Listsens without interrupting
• Asks questions to clarify and verify information
• Recaps transaction to ensure understanding
• Identifies essential information
• Enters information quickly
• Displays expected level of accuracy
• Summarizes transaction clearly and concisely
• Uses correct terminology
• Problem-solving skills