Member Engagement Center Service Rep

Role:

Be a contributing member of a full-service Member Engagement Center, serving as the primary resource for a wide range of service related needs and redirection of calls. This includes performing teller transactions, member services, answering and re-directing phone calls to requested areas, assisting members with digital banking and bill pay, as well as identifying member needs for referral of products and services. Assists members with debit card disputes and fraud.

Essential Functions & Responsibilities:

• Handles member questions, general inquiries, and complaints, with the highest degree of courtesy and professionalism to resolve member issues with first call resolution. Efficiently uses resources to answer account questions, processes transactions and redirects calls, serves as members resource for general questions about products and services; multi-tasks to follow up on clerical duties which may include faxing, photocopying, imaging documentation and other office clerical duties as requested.
• Opens new sub-accounts, including preparation and processing of account paperwork, including account cards, identification, etc. Handles tier two or escalated member questions for debit card disputes and fraud.
• Identify sales/service opportunities to be referred to Member Engagement Center Sales and/or Investment Services department.
• Works with other departments as needed and performs other related duties as assigned.
• Attend meetings and training as assigned.
• Performs other job-related duties as assigned.
• Handles digital interactions with members, including chats, emails, online banking inquiries, phone calls, Bill Pay questions, and internal Digital Service calls.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.