Service Delivery Representative II

Service Delivery Representative II

About the role

To serve as our Members' first channel of choice along with eServices, Chat, and Secure Message channels for their financial needs, to be there for our Members when they are unsure how to proceed, and to be there for them when other channels are unable to support their needs. Our job is to be ready and willing to consistently provide World-Class Personal Service on each and every contact.

Responsibilities

• Handle Member inquiries by leveraging knowledge and resources about various different products, services, processes, procedures, 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 our Members can easily access and manage their accounts.
• Proactively identify ways to help make their lives easier by sharing the benefits of different channels to increase convenience, ease of use, efficiency, or any additional assistance our Member may need.
• Understand which benefits are important to our Members and suggest personalized options for Members to better access and manage their accounts.
• Perform account transactions and requests with accuracy, ensure your Members’ needs are met by clearly answering all their questions, and seeking out assistance as needed.
• Maintain the confidentiality of Credit Union and Member records.
• Protect the security of our Members’ accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions.
• Work independently while fostering strong team relationships by sharing knowledge, resources, trends, and best practices with teammates.
• Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.
• Perform research on account and analyze account activity to help resolve Member inquiries and following through to resolution.
• In-depth knowledge of our products and services to make recommendations which may be of benefit to our Members, including promotions and financial education resources.
• Make decisions within prescribed approval limits and seek next level assistance with requests beyond teammate limits for additional Member advocacy.
• Advocate for our Members and escalate issues as appropriate and work with other departments to set expectations and address Member concerns.
• Supports service initiatives, participates in training or huddle sessions, and suggests opportunities to streamline processes and functions.
• Serve as a mentor for new teammates by providing peer coaching, sharing best practices, assisting with training, modeling the way, and actively recognizing others.

Areas of Responsibility

• Intermediate knowledge of account fraud transactions
• Dispute and fraud card claim intake
• Intermediate knowledge of credit card transactions
• Intermediate knowledge of debit card transactions
• Intermediate loan account maintenance
• Set up electronic payments
• Set up/revise/cancel ACH payments
• Ability to process international and domestic wire transfers
• Ability to process Secure Message correspondence
• Intermediate knowledge of eServices and Chat channels
• Intermediate knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates
• Intermediate knowledge of retirement products
• Facilitate account vesting changes
• Verify Membership eligibility
• Intermediate knowledge of NCUA share insurance coverage

Requirements

• High School Diploma or GED required
• 1-3 years of prior related experience required

Knowledge, Skills, And Abilities

• Essential communication skills include empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions to build connections and be a trusted advisor.
• Listens 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

The pay range for this position is $22.33 - $32.38 per hour. Typical new hire salary offers fall within the minimum to midpoint of the range. Any offer will be based upon the candidate’s unique set of knowledge, skills, education, and experience as well as internal equity.

Scheduled Weekly Hours: 40