Member Service Contact Agent (Bilingual)

Position Summary

The position is responsible for providing exceptional service to Credit Union members through phone and digital channels in an accurate, timely, and confidential manner. Responsible for responding to member inquiries, processing financial transactions, resolving account-related issues, and providing appropriate solutions to meet member needs. Maintain knowledge of Credit Union products and services and actively identify opportunities to cross-sell products and services that may benefit the member. Member interactions are primarily conducted by phone and through digital channels, with occasional face-to-face or video conference assistance. Accountable for complying with and following all Credit Union policies, procedures, security requirements, and applicable government regulations.

 Essential Duties and Responsibilities Overview

• Bilingual English/Spanish required, with the ability to communicate effectively with members in both languages.

• Provides exceptional member service by assisting members with account inquiries, transactions, and general Credit Union information through phone and digital channels.

• Communicates with members in a professional, courteous, and helpful manner, maintaining a calm demeanor and appropriate tone during all interactions.

• Builds positive and supportive relationships with members and team members while contributing to a service-focused environment.

• Assists members with Digital Banking and Bill Pay, including login assistance, Secure Access Codes, and general navigation and troubleshooting.

• Researches and resolves member questions and discrepancies involving account activity, transaction history, debit card transactions, and Digital Banking. Escalates more complex issues when appropriate.

• Processes member transactions, including deposits, loan payments, account transfers, fee refund requests, and clearing differences accurately and efficiently.

• Maintains accurate transaction records and balances daily work in accordance with established procedures and standards.

• Maintains knowledge of Credit Union products, services, and current promotions and identifies opportunities to recommend solutions that meet members' financial needs.

• Monitors and responds to member correspondence and important Credit Union communications in a timely and professional manner.

• Maintains working knowledge of Credit Union policies, procedures, member service standards, and applicable requirements related to assigned responsibilities.

• Protects member information and follows established security, member identification, transaction verification, and fraud prevention procedures.

• Completes required training and participates in meetings and professional development activities as assigned.

• Supports the Credit Union's compliance program by following applicable policies and regulatory requirements, including BSA/AML and OFAC requirements appropriate to the position.

• Performs other duties and responsibilities as assigned.

Education

• One to three years of retail or customer service experience, preferably in a call center or bank/credit union environment.

• A high school education or GED.

Basic Skills

• Strong written, oral, and interpersonal skills.

• Detail oriented, organized, accurate, able to work under pressure, ability to adapt to change, and problem-solving skills.

• Good judgment and decision-making skills.

Abilities

• Must truly enjoy directly working and building relationships with people across a wide variety of dispositions and personalities. The ability to positively engage quickly and maintain that engagement throughout the entire transaction process is critical.

• Ability to analyze member needs and make appropriate product/service recommendations. Consistently demonstrates the ability to think independently, outside the box, by effectively responding to each individual member’s unique situation.

• Display courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of providing or obtaining information, building relationships, and/or soliciting cooperation.

• Demonstrate an unsurpassed commitment to exceptional member service and teamwork that ensures an excellent experience with each encounter.

• Ability to learn and apply knowledge of all credit union accounts and services including electronic services.

• Ability and willingness to refer credit union products and services by utilizing existing customer services skills and tools attained though credit union training and coaching sessions.

• Strong technology capabilities. Able to learn and comply with Truth in Savings Act, Patriot Act, Reg. CC, BSA, OFAC, and FACT Act.

Additional Requirements

• Candidates must satisfactorily pass a criminal background check, drug screening, and credit check. The position is contingent upon meeting these prerequisite requirements.

• Staff are normally assigned to one branch or office location but will be required on occasion to work from a different location or branch and attend in-person meetings. Reliable transportation is necessary to fulfill this requirement.

• Candidates and employees may be assessed for their ability to perform the position's essential duties.

Job Type:  Full Time

• Working onsite. Candidates living in the Greater Orlando area will be considered for employment.

Benefits:

• Medical insurance

• Dental insurance

• Vision insurance

• Paid Life insurance

• 401(k) with company match

• Paid time off

• 11 Paid holidays

• Employee discounts

• Tuition Reimbursement Program

• Professional Counseling & Family Support

• Additional benefits

Physical Functions: Physical  The employee must be able to remain in a stationary position 70 percent of the time; frequently operate a telephone, computer, printer, copier, scanner, and fax machine; and occasionally move about inside the office to access file cabinets, office machinery, etc. Must frequently walk, reach with hands and arms, and will occasionally lift up to 25 pounds. All the positions at Orlando Credit Union require visual acuity, and the ability to communicate orally. Normal climate-controlled office setting with moderate noise

Working Environment: Normal climate-controlled office setting with moderate noise. This job operates in a clerical office setting and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty with or without accommodation. The requirements listed above are representative of the knowledge, skill, physical demands and /or ability necessary to achieve success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Link: Accommodations | U.S. Department of Labor (dol.gov)

Orlando Credit Union is an equal opportunity employer. OCU prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.