Service Delivery Representative II

About the role

The Service Delivery Representative II position at SchoolsFirst FCU is a key member of our team, serving as our Members' first point of contact through various channels such as eServices, Chat, and Secure Message. The role involves handling inquiries, providing solutions, and ensuring that Members' needs are met with world-class personal service.

Responsibilities

• Serve as our Members' first channel of choice for financial needs, addressing their uncertainties and supporting them during times when other channels are unavailable.
• Leverage knowledge and resources about various products, services, processes, procedures, and policies to assist Members.
• Navigate the internal support website to provide efficient call resolutions and collaborate with appropriate support departments.
• Identify and suggest ways for Members to easily access and manage their accounts, enhancing their convenience and satisfaction.
• Understand Members' needs and suggest personalized options to improve account management.
• Maintain the confidentiality of Credit Union and Member records and protect account security by identifying potential threats and fraud.
• Perform account transactions and requests accurately, ensuring Member needs are met and seeking assistance when necessary.
• Make recommendations based on product and service knowledge, including promotions and financial education resources.
• Make decisions within approved limits and escalate issues as needed, collaborating with other departments to address Member concerns.
• Support service initiatives, participate in training sessions, and suggest process improvements.
• Comply with regulatory compliance and assigned training requirements.

Qualifications

• A high school diploma or GED.
• One to three years of relevant experience.
• Essential communication skills including empathy, engagement, focus, attentiveness, reflective listening, and open-ended questioning.
• Problem-solving skills, including the ability to identify essential information, recap transactions, and summarize clearly and concisely.

Skills

• Intermediate knowledge of account fraud transactions, dispute and fraud card claims, credit card transactions, debit card transactions, loan account maintenance, setting up electronic payments, processing international and domestic wire transfers, and Secure Message correspondence.
• Intermediate knowledge of eServices and Chat channels, specialty products (Summer Saver, Paycheck Planner, share certificates), and retirement products.
• Intermediate knowledge of NCUA share insurance coverage.
• Ability to facilitate account vesting changes, verify Membership eligibility, and perform research on account activity.

Benefits

Our pay range for this position is $22.33 - $32.38 per hour, with typical new hire salaries falling within the minimum to midpoint of the range. The schedule is 40 hours per week.