Senior Contact Center Representative (Relationship Banking)

OUR CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The Senior Member Experience Representative serves and supports the needs of our teammates, members and potential members. The individual in this role will communicate with members, build relationships internally and externally that result in member retention and growth, provide a world-class experience by clearly and effectively communicating products and services, and accurately handle member related transactions. The Senior Member Services Representative as a liaison between the Member Experience Representatives and Management ensuring a collaborative environment that helps to facilitate a world-class experience.

NORMAL DAY-TO-DAY WORK

1. Develops member relationships by providing high-quality sales and service to each member and works with new and existing members to understand their financial needs and assists them in the selection of the appropriate financial services.
2. Ensures compliance with all applicable laws, regulations and Credit Union policies and procedures as they relate to products. Identify potential red flags to detect fraud and prevent losses. Adhere to all Credit Union security policies and procedures.
3. 3. Inform members about products and services other than those requested (including current promotions) based on the member's financial information learned during interactions.
4. Promptly respond to communication and inquiries from members, potential members, and Experience center agents through various communications channels included but not limited to: email, phone calls, web chat, text message, and video conference.
5. Provide quality service to members, potential members and the community while achieving established quantitative and qualitative service level metrics.
6. Establish and maintain effective, professional relationships with members. Independently resolve member requests and respond to questions promptly and courteously while maintaining confidentiality.
7. Serve as the point of contact for service escalation requests and member retention situations.
8. Use tact and experience-based knowledge to resolve member issues and concerns by explaining policies and products while representing the Credit Union in a professional manner.
9. Participate in beta-testing for possible workflow and process improvement and provide feedback to internal/external resources as needed.
10. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few qualifications you MUST have to be qualified for this position.

1. Minimum 1-3 years of call service experience or Bachelor's degree with knowledge of financial products, ability to master online banking and digital platforms.
2. Must be able to work onsite at Credit Union administrative headquarters.
3. Must be able to work 8-hour shifts within core operating hours (8:00 am - 6:00 pm), as well as the occasional weekend and holiday.
4. Must be team oriented, results driven, and self-motivated.
5. Must have excellent verbal, written, telephone and interpersonal communication skills
6. Must be able to manage multiple priorities and accounts in fluid environment while maintaining accuracy in all details.
7. Must be comfortable using various technology platforms.
8. Must have excellent organizational, time management and problem-solving skills.
9. Ability to function in a consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
10. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
11. Travel required on occasion.

Here are a few qualifications we'd LIKE for you to have.

1. Four-year-year degree from an accredited college/university.
2. Financial industry experience.

If you have questions about this position description, please feel welcome to ask. You can reach HR at:

Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

careers@lgfcu.org

PI256697203