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SalaryJob Description and Requirements
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!
The Member Service Call Center Representative will have the ability to work from home after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 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.
- Use cognitive judgement to identify, analyze and address members’ needs.
- To improve our member’s economic well-being and quality of life, provide consultation on products, services and solutions.
- To safe guard member and credit union interests, practice advanced fraud detection techniques.
- Assist and fulfill general member transactions and inquiries on behalf of various departments. For example, process consumer loan applications for personal, credit card and line of credit, provide debit and credit card usage, and balance inquiries, and complete opening/updating on existing accounts.
- Meet or exceed department goals and objectives through key performance indicators and core values.
- Accountable for maintaining an in-depth working knowledge of RBFCU Member Handbook, applicable policy and procedure and topical knowledge for all credit union areas.
- Perform duties proficiently utilizing the following software: DNA-Prod, DSI Avaya Marquee, Loans PQ, Workday, Calabrio, WireXchange, Efunds, Base2000, Eyequeue, HEAT, Call Monitoring Software, Docusign, Onbase and Portfolio Viewer.
- Job requires teamwork and dedication to developing strong relationships with coworkers.
- All other duties as assigned (note: essential functions and responsibilities 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 1-3 years of 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
Skills:
- 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
- Attendance and promptness is pertinent
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
