Contact Center Representative II

Voyage Federal Credit Union is a member-owned business providing financial services to the Sioux Falls area for more than 75 years. We offer competitive wages, great benefits with room for personal and professional growth. As Voyage Federal Credit Union, we aspire to create long lasting relationships with our members through every financial journey by providing friendly service and delivering timely, relevant products in a way that's refreshingly uncomplicated.

Voyage is looking for an individual who has financial industry experience with online technology. Our Contact Center Representative II position will be a subject-matter expert for the credit union on our products and services and ensure that knowledge on specialty is up-to-date.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Answer member contacts promptly, and serve membership by providing information in a pleasant, professional, and efficient manner via the phone, online, or follow up correspondence.

• Accurately respond to member account inquiries and process specialized transactions.
• Provide information and superior service needs and inquiries to members by handling specified phone calls, info emails, online applications, live chat, text messaging, and plastic cards, ensuring the highest quality of member service.
• Responsible for processing and maintaining debit card and credit card inquiries and needs
• Create new accounts for new and existing members via online applications. Responsible for the preparation and accuracy of all documents, papers and disclosures required for the online opening of any type of account and loans.
• Treat all members and employees with a positive and cooperative attitude.
• Assist members with basic questions regarding loans, remote access, and other services and suggest products and solutions to member
• Cross sell all products and services offered by the credit union.
• Stay up to date and have comprehensive knowledge on all account related policies, procedures, rules and regulations.
• Comply with applicable laws, rules and regulations, policies and procedures including security and robbery procedures, pertaining to the credit union.
• Support the vision of the Board of Directors and CEO by working cooperatively and cohesively with all fellow employees.
• Ensure proper maintenance, cleanliness and security of work area, including property, equipment, records, member documents, negotiable instruments, etc.

Sales

• Provide general information regarding all credit union products and services or regarding the credit union’s policies to new members or potential new members who inquire. Requires general knowledge of all credit union products and services and policies.
• Cross sell all products and services offered by the credit union.
• Stay up to date and have comprehensive knowledge on all account related policies, procedures, rules and regulations.

MSR Duties

• Greet and welcome members and visitors to the credit union in a professional manner. Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in person and by telephone, email and written, general and specific service-related information concerning credit union services or policies.
• Receive share drafts and cash for deposit to accounts, verify amounts, examine for proper endorsement and enter deposits into computer record.
• Cash share drafts and process withdrawals; payout money after verification of signatures and member balances.
• Receive mortgage, consumer loans and other payments, and ensure the payment match balances due.
• Place hold on accounts for uncollected funds.
• Count, check and package coins and currency.
• Research and resolve any issues, discrepancies, or problems on sales products and services.
• Ensure the security of cash and negotiable instruments at all times.

What You Will Need:

• High school diploma/GED required, plus minimum of 2 years of experience in a similar or related position
• Minimum of 1 year of cash handling and customer service experience is required.
• Must possess excellent communication skills and be able to communicate and present effectively in person and over the phone.
• Must become proficient in the online banking products and services that Voyage FCU offers.

Why Work at Voyage FCU?

• Competitive Pay Incentive pay Eligibility Annual Bonus Eligibility
• Comprehensive Benefits Package, including Medical, Vision, Free Dental, Life, Short Term Disability, and Long Term Disability
• Dependent Care Reimbursement
• Profit Share and 401(k) matching up to 4%
• Paid Time Off (annual accrual starting at 13 days) 11 Paid Holidays
• Business Casual (Yep – you can wear jeans!)
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!

Schedule:

Monday - Friday, 9am - 5:30pm

At least 1 Saturday per month, 8:45am - 12:15pm

Wage:

Starting at $18.00/hour

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.