Member Service Advisor - Dunedin Call Center - FT

    • Job Tracking ID: 512439-650502
    • Job Location: Dunedin, FL
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: September 24, 2018
    • Years of Experience: Not Applicable
    • Starting Date: ASAP
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Job Description:

Call Center hours of operation are Monday - Friday from 8:00 - 5:30 & Saturday from 9:00 - 1:00.

Seeking candidates with strong customer services skills to dominate in service by maintaining a working knowledge of all products, services, organizational policies and procedures. Responsible for providing a high level of quality services while cross-selling credit union products and services. Performs a variety of Sales and Service functions via telephone and email in a call center environment. Must be able to work on Saturdays. Must participate in annual training as required for BSA and the Privacy Act. Must be able to work minimal before or after hours for meetings/training as needed.

  • Provides prompt, friendly and accurate service while learning the member’s needs.

  • Demonstrate understanding of what value our product has for the member, and know how to promote our product’s features and benefits for each member, thereby improving our member’s financial life.

  • Resolves product or service issues by clarifying the member’s concern, determining the cause, selecting and explaining the best solution to solve the issue, expediting correction and following up to ensure resolution.

  • Perform member account maintenance as required including IRA’s and Lending maintenance.

  • Maintains member records by updating account information and performs research as needed. Research includes knowledge of OnBase reports and how to access them.

  • Provide 1st tier technical support of Achieva’s electronic services, including but not limited to; Online Banking, Mobile Banking, Mobile Deposits, all types of electronic payments and money movement.

  • Skilled in accurate Authentication with ability to recognize high risk callers, thereby mitigating fraud risk.

  • Provide 1st tier support of card service functions. Able to navigate card/payment software.

  • Process Fraud/Dispute processes for Debit/Credit card transactions.

  • Ability to conduct product and system testing as required.

  • Excellent communication skills to support all interaction channels, including but not limited to Phone, Chat & E-mail.

  • Accountable for meeting productivity, quality and sales goals.

  • Represents the credit union in a courteous and professional manner.

  • Professional and efficient communications with all departments promoting synergy.

  • Maintains member confidentiality in all aspects of providing services to membership.

  • Responsible for upholding all credit union ethical standards.

  • Responsible to know and uphold the Department’s Standards of Service

  • Responsible to fit member (internal and external) interactions within our Brand Frame

  • Perform other essential job functions as required or assigned.

Experience and Skills:

High School Diploma or equivalent required. 1-3 years of customer service or similar experience. Must be proficient with Windows-based PC. Ability to resolve problems that are somewhat complex requiring analysis of data and weighing the outcomes of decisions. Accuracy, attention to detail, and organizational skills required.