Member Experience Professional I - Contact Center

Essential 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 summarize 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.

Additional Responsibilities

• 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.
• All other duties as assigned.

Education Level: High School or GED

Relevant Work Experience: 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)

Other Measurable Abilities Required

• Unquestionable integrity in handling sensitive and confidential information required.
• 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.
• 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.

Scope of Job

• Discretion/Latitude: Front-line digital bank branch service reps operate with moderate supervision, making decisions within set guidelines. They resolve customer inquiries, process transactions, and escalate complex issues. While higher management holds ultimate authority, reps play a crucial role in ensuring customer satisfaction and branch efficiency, exercising sound judgment and adhering to standards.
• Shift work: Monday – Saturday, Day and Early Evening Shifts

Physical Demands & Environmental/Working Conditions: 
This position is performed primarily in a traditional office or bank/credit union setting, with no expected adverse environmental conditions.
This position requires the ability to:
•    move self in different positions to accomplish tasks in various environments including tight and confined spaces
•    remain in a stationary position, often standing or sitting for prolonged periods
•    adjust or move objects up to 15 pounds in all directions
•    perform repeat motions that may include the wrists, hands, and/or fingers
•    use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
•    verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
•    hear average or normal conversations and receive ordinary information
•    prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity.
 

Disclaimer

The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.