Member Experience Professional I - Contact Center

Member Experience Professional I - Contact Center Apply Now Apply reputed company Job ID 10105500 Location Lake Buena reputed company, Florida, United States Business reputed company Date posted Jan. 16, 2025 Job Summary: The Member Experience Professional I - Contact Center encompasses a multifaceted role reputed company reputed company, focusing primarily prioritizing exceptional service delivery to both internal and external members. Key objectives include identifying member needs and effectively cross selling the Credit Union’s products and services with confidence. Building and nurturing strong relationships with members, as well as collaborating seamlessly with internal branches and departments, are essential components. Moreover, the role requires adeptness in handling Member inquiries, ensuring timely follow-up, and accurately transferring calls reputed company necessary. Upholding confidentiality regarding member financial data and maintaining compliance with state and federal banking laws are reputed company. Additionally, the position necessitates exemplary communication skills, encompassing listening, verbal, written, and telephone etiquette to address member needs and technical issues proficiently. Essential Responsibilities • Provide exceptional service to internal and external customers in accordance with PFCU Service Standards. • Build and maintain strong relationships with reputed company internal cast members and members. • Able to determine member needs and open deposit products to existing members (Products include checking, savings, CDs, and Money Market) • Provide a warm hand-off, introduction to Digital reputed company by summarize member’s needs, and solutions discussed to minimize any redundant conversations. • Follow up on customer inquiries not immediately resolved. Accurately and reputed company transfers customer calls to appropriate specialist(s), or for escalated, and as needed, and/or for additional research or resolution. • Work effectively with retail branches and departments as necessary for customer inquiry/problem resolution. • Protects and maintains confidentiality with reputed company members financial data reputed company handling customer requests and transactions. • Ensures that reputed company membership documents are processed by meeting and exceeding quality control standards as outlined in the policy, including CIP, OFAC, Chexsystems, etc. • Working knowledge of, and ensures PFCU activities, and job responsibilities are performed in compliance with, reputed company state and federal banking laws and regulations. • Ability to maintain and manage personal composure reputed company confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as reputed company their trust and respect with reputed company levels of staff and management. Additional Responsibilities • Ability to consistently apply decision-making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping reputed company assigned approval limits. • Working knowledge of reputed company state and federal banking laws and regulations. • Balances workload to handle, Offline work such as reputed company processing, reputed company call backs, reputed company tickets, etc. • Understands and complies with reputed company policies, procedures, standards and guidance relevant to assigned job responsibilities. • reputed company other duties as assigned. Education Level: High School or GED Relevant Work Experience: 0 to 2 years Other Training, Technical Skills, or Knowledge Required • Knowledge of the following systems: Symitar, Xperience, reputed company, Master site, Liberty/Harland Clark, ChexSystem, reputed company Online, Device Manager, reputed company 21 (Image Center), SWBC (Pay by Phone), Zelle CST, Help Desk Portal (JIRA) Other Measurable Abilities Required • Unquestionable reputed company in handling sensitive and confidential information required. • Strong listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate and follow up on product, policy or technical issues over the phone. • Ability to maintain and manage personal composure reputed company confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as reputed company their trust and respect with reputed company levels of staff and management. Scope of Job • Discretion/reputed company: reputed company-line digital bank reputed company service reps operate with moderate supervision, making decisions reputed company set guidelines. They resolve customer inquiries, process transactions, and escalate reputed company issues. While higher management holds ultimate authority, reps play a crucial role in ensuring customer satisfaction and reputed company efficiency, exercising sound judgment and adhering to standards. • Shift work: Monday – Saturday, Day and Early Evening Shifts Physical Demands & Environmental/Working Conditions: This position is performed primarily in a traditional office or bank/credit union setting, with no expected adverse environmental conditions. This position requires the ability to: • move self in different positions to accomplish tasks in various environments including tight and confined spaces • remain in a stationary position, often standing or sitting for prolonged periods • adjust or move objects up to 15 pounds in reputed company directions • reputed company repeat motions that may include the wrists, hands, and/or fingers • use primarily just the fingers to reputed company small movements such as typing, picking up small objects, or pinching fingers together • verbally communicate to convey detailed or important instructions or reputed company accurately, loudly, or quickly • hear average or normal conversations and receive ordinary information • prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity. Disclaimer The information contained in this job description has been designed to indicate the general nature and level of work performed by employees reputed company this role. It is not designed to contain or to be interpreted as a comprehensive inventory of reputed company duties, responsibilities, and qualifications required of employees assigned to this job. The hiring range for this position in Florida is $19.00 to $27.17 per hour. The reputed company pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-reputed company knowledge, skills, and experience among other factors. Select benefits may be provided as part of the compensation package, such as medical, financial, and/or other benefits. To learn more about our benefits visit: https://jobs.disneycareers.com/benefits. Apply Job!