Member Experience Professional I - Contact Center

3 Months ago • Upto 2 Years • Operations • Administrative • $39,440 PA - $56,462.4 PA

Job Summary

Job Description

The Member Experience Professional I - Contact Center at Partners Federal Credit Union prioritizes exceptional service to members. Key responsibilities include identifying member needs, cross-selling products (checking, savings, CDs, money market accounts), building strong member relationships, collaborating with internal branches, handling inquiries, ensuring timely follow-up, and maintaining confidentiality. The role requires strong communication skills (verbal, written, telephone) and proficiency in various systems (Symitar, Xperience, Springboard, etc.). Compliance with state and federal banking laws is crucial. The position involves handling offline tasks like wire processing and managing customer issues effectively.
Must have:
  • Exceptional customer service
  • Cross-selling financial products
  • Strong communication skills
  • Knowledge of banking regulations
  • Proficiency in credit union systems

Job Details

Job Summary:

The Member Experience Professional I - Contact Center encompasses a multifaceted role within Partners Federal Credit Union, focusing primarily prioritizing exceptional service delivery to both internal and external members. Key objectives include identifying member needs and effectively cross selling the Credit Union’s products and services with confidence.
Building and nurturing strong relationships with members, as well as collaborating seamlessly with internal branches and departments, are essential components. Moreover, the role requires adeptness in handling Member inquiries, ensuring timely follow-up, and accurately transferring calls when necessary. Upholding confidentiality regarding member financial data and maintaining compliance with state and federal banking laws are paramount. Additionally, the position necessitates exemplary communication skills, encompassing listening, verbal, written, and telephone etiquette to address member needs and technical issues proficiently.

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.

The hiring range for this position in Florida is $19.00 to $27.17 per hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. Select benefits may be provided as part of the compensation package, such as medical, financial, and/or other benefits. To learn more about our benefits visit: https://jobs.disneycareers.com/benefits.

Similar Jobs

Epic Games - Art Implementer

Epic Games

Shanghai, Shanghai, China (On-Site)
3 Months ago
Skybox Labs - Environment Artist - Levels

Skybox Labs

Burnaby, British Columbia, Canada (Hybrid)
2 Months ago
Zoox - Senior Technical Program Manager, Milestone Execution

Zoox

Foster City, California, United States (On-Site)
6 Months ago
Xsolla - Product Owner - Login

Xsolla

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)
1 Month ago
Xsolla - Technical Support Specialist

Xsolla

Beijing, Beijing, China (On-Site)
4 Months ago
The Walt Disney Company - Senior Manager, New Build Project Integration

The Walt Disney Company

London, England, United Kingdom (Hybrid)
2 Months ago
Tesla - Foreign Exchange Manager

Tesla

North Holland, Netherlands (On-Site)
2 Months ago
The Walt Disney Company - System Administrator

The Walt Disney Company

Celebration, Florida, United States (On-Site)
2 Months ago
Xsolla - Incident Manager

Xsolla

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
5 Months ago
Playtika - Loyalty Manager

Playtika

Israel (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

NOVOMATIC - Quality Assurance Engineer

NOVOMATIC

Lesser Poland Voivodeship, Poland (Hybrid)
1 Month ago
Highspot - Technical Support Specialist

Highspot

Hyderabad, Telangana, India (Hybrid)
6 Months ago
GEA Group - HMI Software Engineer

GEA Group

Bengaluru, Karnataka, India (On-Site)
6 Months ago
Warner Bros Games - Producer

Warner Bros Games

Burbank, California, United States (Hybrid)
3 Months ago
Cloud Chamber - Dev QA Tools Tester

Cloud Chamber

Montréal, Québec, Canada (Hybrid)
1 Month ago
Playtika - Manual QA Engineer

Playtika

Ukraine (On-Site)
4 Months ago
Rackspace Technology - L3 Support Engineer (Windows/Linux on AWS)

Rackspace Technology

India (Remote)
1 Month ago
Techland - Producer

Techland

Poland (On-Site)
10 Months ago
Rackspace Technology - L2 Support Engineer (Windows/Linux on AWS)

Rackspace Technology

India (Remote)
1 Month ago
Nordcurrent - Gaming Technical Assistant (Help Desk)

Nordcurrent

Vilnius, Vilnius County, Lithuania (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Lake Buena Vista, Florida, United States

Evolution - Online Game Presenter (Guest Service Agent Alternative)

Evolution

Atlantic City, New Jersey, United States (On-Site)
7 Months ago
Next Level Business Services - Techno Functional OTBI

Next Level Business Services

Pleasanton, California, United States (On-Site)
6 Months ago
Ajmera Infotech - ASP.NET Developer with Azure Expertise

Ajmera Infotech

Austin, Texas, United States (On-Site)
5 Months ago
Trek - Service Technician/Advisor

Trek

Palm Desert, California, United States (On-Site)
2 Months ago
Company3 Method Studios - Senior Compositor (Temporary)

Company3 Method Studios

Santa Monica, California, United States (On-Site)
2 Months ago
Onward Search - Senior Recruiter – In House

Onward Search

Santa Monica, California, United States (Hybrid)
2 Months ago
Meta - Software Engineer, Machine Learning

Meta

Seattle, Washington, United States (On-Site)
5 Months ago
Scanline VFX - Lead Software Engineer

Scanline VFX

Los Angeles, California, United States (Remote)
6 Months ago
Next Level Business Services - SAP WM/IM Consultant

Next Level Business Services

King Of Prussia, Pennsylvania, United States (On-Site)
6 Months ago
Next Level Business Services - Sr. Salesforce Developer

Next Level Business Services

Hartford, Connecticut, United States (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Electronic Arts - Digital Business Operations Associate Manager II

Electronic Arts

Hyderabad, Telangana, India (On-Site)
1 Month ago
Ubisoft - HR Specialist (f/m/d)

Ubisoft

Berlin, Berlin, Germany (Hybrid)
7 Months ago
PwC - AML/KYC Operations Manager

PwC

Makati, Metro Manila, Philippines (On-Site)
6 Months ago
Netflix - Senior Manager, Indirect Demand Management (UCAN/LATAM)

Netflix

New York, New York, United States (On-Site)
3 Months ago
The Walt Disney Company - Manager, Ad Operations

The Walt Disney Company

São Paulo, State Of São Paulo, Brazil (On-Site)
2 Months ago
Egnyte - MSP Customer Success & Renewals Specialist

Egnyte

India (Remote)
2 Months ago
Sporty Group - Google Tag Manager/GA4 Implementation Specialist

Sporty Group

(Remote)
2 Months ago
The Walt Disney Company - DLR Operations Coordinator

The Walt Disney Company

Anaheim, California, United States (On-Site)
2 Months ago
Playtika - Games R&D-Production Support Team Leader

Playtika

Poland (Hybrid)
4 Months ago
Keywords Studios (Player Support) - Customer Support Team Lead - Remote

Keywords Studios (Player Support)

Osaka, Osaka, Japan (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

From classic animated features and exhilarating theme park attractions to cutting edge sports coverage, and the hottest shows on television, The Walt Disney Company has been making magic since 1923, creating unforgettable stories that connect with audiences around the world. And we’re just getting started!

The key to our success…. The Cast, Crew, Imagineers and Employees who honor Disney’s rich legacy by stretching the bounds of imagination to create the never-before-seen, bringing unparalleled entertainment experiences to people of all ages. Begin a career that delivers unparalleled creative content and experiences to audiences around the world and just imagine the stories you could be part of…

What is #LifeAtDisney like? It’s a series of magical moments with cast members and employees developing and telling our stories in the most innovative ways. Whether it’s a day spent as a Disney VoluntEAR, or celebrating the release of a new interactive experience, retail product or movie, our days are filled with the knowledge that we are creating entertainment experiences the whole family can enjoy. Follow @DisneyCareers on Facebook, Twitter and Instagram for a peek behind-the-curtain, and discover how you could connect to a world of stories with Disney!

Lake Buena Vista, Florida, United States (On-Site)

Glendale, California, United States (On-Site)

Île-de-France, France (On-Site)

London, England, United Kingdom (Hybrid)

Burbank, California, United States (Hybrid)

Lake Buena Vista, Florida, United States (On-Site)

New York, New York, United States (On-Site)

Connecticut, United States (On-Site)

Lake Buena Vista, Florida, United States (On-Site)

California, United States (On-Site)

View All Jobs

Get notified when new jobs are added by The Walt Disney Company

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug