What are the responsibilities and job description for the Call Center Representative III (Service Delivery Representative III), Member Contact Center - eServices position at SchoolsFirst FCU?
Who We Are
SchoolsFirst FCU is the largest credit union in California and the nation's largest credit union serving the educational community. We exclusively serve California school employees and their families. We were recently ranked the #1 credit union in California by Forbes, and recognized as one of the 50 Most Engaged WorkplacesTM in North America by Achievers. We're growing and looking for talented, service-oriented people to join our team.
What We Believe
There's a reason we love coming to work every day. We have the privilege of serving those who build the future: school employees, and the families whose sacrifices make their work possible. Not only are we passionate about living our mission of providing Members with world-class personal service and financial security, but we're also dedicated to providing service to each other. That means creating an environment where you're empowered to do what you do best every day, with opportunities for ongoing development and growth. So you can provide the trusted advice and financial expertise that makes a positive difference in the lives of our Members. It's a truly unique culture, in an organization with a truly unique mission.
What You'll Be Doing
Serves the Membership through multiple contact channels (telephone, secured messaging or online chat) by providing World Class Personal Member Service on every contact, while completing transactions or providing information on Credit Union products and services. This position will also assist supervisors and team members with operational and technical support, maintaining high quality Member service and efficiency.
- Serving the Membership in various areas of the credit union and is well versed on all products and services in order to provide expertise coverage over multiple contact queues.
- Assists the department by completing projects and reports.
- Provides suggestions for streamlining department and credit union operations.
- Provides assistance on escalation queue, serving as a role model to all team members.
- Assists the department with the training of new and existing team members and serves as a role model.
- Works with minimal supervision, using intermediate problem solving skills and judgment.
- Advocate for our Members and escalates issues as appropriate and/or solicit help as needed. Works with other departments to resolve and address Members concerns.
- Delivers World Class Personal Member Service professionally and efficiently, while contributing to department goals on Quality Control and Contact Center service objectives.
- Maintains confidentiality of credit union and Member records.
- Performs various file maintenance including processing requests for a change of address, check orders, and ordering ATM cards, etc.
- Informs Members of credit union promotions and/or new products and services.
- Performs research on accounts, identifying and completing Member corrections, and following through to resolution.
- Provides consultative services to Members regarding credit union products and services by assessing the Member's needs and addressing their concerns by gaining agreement.
- Provides expertise support on multiple advanced queues, such as loans, retirement, and e- services queues.
- Demonstrates empathy to our Member's needs on each and every Member interaction.
- Monitors and engages in social media interactions with Members and non-Members.
Additional Job Functions
- Performs other duties as assigned
- Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions
Qualifications
- Required High School Diploma or GED
- 3-5 years of previous related experience Required
- Credit union/financial institution experience Preferred
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