Member Service Call Center Representative (San Antonio)

Randolph Brooks Federal Credit Union•San Antonio, TX

1d•$20•Hybrid

About The Position

Randolph-Brooks Federal Credit Union is seeking candidates for full time employment opportunities with our Member Service Call Center team starting at $20.00/hour! Bilingual in Spanish and English? Employees can earn an additional $2.00 per hour upon the successful completion of the RBFCU Bilingual Spanish/English certification. The Member Service Call Center Representative will have the ability to work from home after a period of training and performance evaluations (timeframe will vary). Training will take place at the RBFCU Administrative Service Center (main campus): 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. Applicants who work from home must reside within the State of Texas and have the capability of performing all of the work from their home in Texas. To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU. Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided). Must be able to provide a workspace at home that is safe, suitable for work, and within a distraction free environment. As a Member Service Call Center Representative, you will provide exceptional service to members, non-members, branches and internal departments through multiple communication channels. Process a variety of transactions and inquires in accordance with policies, procedures, regulatory laws with supervision. Identify member needs and conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union by recommending appropriate products/services and/or solutions to enhance member experience. Essential Functions and Responsibilities: Responsible for creating an exceptional member experience and non-members through all contact center channels. Ability to communicate, multitask and operate contact center phone, email, and chat systems in a fast pace, high volume environment. Use cognitive judgment to identify, analyze and address all inquiries while maintaining current working knowledge of RBFCU policies and procedures and regulatory laws. Apply fraud detection techniques, submit debit card fraud claims and transaction disputes to maintain and safeguard member and credit union interests and sensitive information. Assist and fulfill general member transactions and inquiries on behalf of various departments. Including, but not limited to, account research, balance inquiries, deposit account transactions, opening/updating accounts, provide online banking support, consumer loan inquiries and submitting applications, and mortgage inquiries. Discuss and recommend products and services to meet the needs of the member and the mission of RBFCU. Identify concerns, feedback, and record complaint entries to improve and enhance member experiences and the brand of RBFCU. Works with department supervisors and displays accountability with real time decision making that directly impacts member interactions and accounts. Strive to meet or exceed department goals and objectives through key performance indicators and core values. All other duties as assigned (note: essential functions, responsibilities, and programs may change, or new ones may be assigned at any time with or without notice).

Requirements

High School Diploma or GED
6 months of work experience in a Call Center or Financial Institution OR Customer Service
Must be able to work a flexible Monday-Saturday schedule (Hours of operation: Monday - Friday 8:00 a.m. - 6:00 p.m. and Saturday 8:30 a.m. - 4:00 p.m.)
Must have good organizational, communication, interpersonal and sales skills, along with the ability to multi task and manage time effectively with a close attention to detail
Attendance and promptness is pertinent
Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form
Ability to handle problems involving several concrete variables in standardized situations
Must be proficient in using PC, Microsoft applications software, Internet Explorer, and other office equipment
To ensure expectation of service is upheld, must have good organizational, communication, interpersonal and sales skills
Capable of demonstrating the ability to multi-task, manage time effectively, be detail oriented, accept ownership, and adapt to needs of department
Self-initiate and apply logic to problem solve with few concrete variables

Nice To Haves

Bilingual (English/Spanish)

Responsibilities

Responsible for creating an exceptional member experience and non-members through all contact center channels.
Ability to communicate, multitask and operate contact center phone, email, and chat systems in a fast pace, high volume environment.
Use cognitive judgment to identify, analyze and address all inquiries while maintaining current working knowledge of RBFCU policies and procedures and regulatory laws.
Apply fraud detection techniques, submit debit card fraud claims and transaction disputes to maintain and safeguard member and credit union interests and sensitive information.
Assist and fulfill general member transactions and inquiries on behalf of various departments. Including, but not limited to, account research, balance inquiries, deposit account transactions, opening/updating accounts, provide online banking support, consumer loan inquiries and submitting applications, and mortgage inquiries.
Discuss and recommend products and services to meet the needs of the member and the mission of RBFCU.
Identify concerns, feedback, and record complaint entries to improve and enhance member experiences and the brand of RBFCU.
Works with department supervisors and displays accountability with real time decision making that directly impacts member interactions and accounts.
Strive to meet or exceed department goals and objectives through key performance indicators and core values.
All other duties as assigned (note: essential functions, responsibilities, and programs may change, or new ones may be assigned at any time with or without notice).

Benefits

401(k) with matching incentives — up to 10 percent
Competitive pay
Medical, vision and dental benefits available to employees and their families from the first day of employment
Tuition reimbursement plans
Life insurance
Pharmacy discount programs
Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
Paid time off
Parental leave
Long-term disability
Basic life insurance
Wellness program
Credit-monitoring service
Employee assistance program
Training and volunteer opportunities