Job Description

Overview

The Contact Center Member Service Representative is responsible for delivering accurate, professional, and solution-focused service to members. Responsibilities include assisting members over the phone, providing information about credit union products and services, and conducting account research. Additional tasks may involve opening prime share, share draft, and club accounts, performing necessary file maintenance, and assisting with payroll and account changes. The role requires maintaining up-to-date knowledge of and adherence to security procedures and internal controls. Other duties may be assigned as needed.

Responsibilities

Solution Oriented:

• Professionally and proactively helps members in achieving their financial objectives with guidance and advice.
• Helps members anticipate potential problems, offering suggestions and possible solutions.
• Being oriented towards recognizing members' needs. This ability will be developed in associates over time as they continue to learn more about Palmetto Citizens and financial services.
• Works with members and co-workers in Branches and Departments to resolve potential problems to create a positive member solution.

Product Promotion:

• Understands members' needs and professionally promotes appropriate credit union products and services.
• Promotes new prime share, additional savings, share draft, and other accounts and refers members to open the accounts.
• Has strong Palmetto Citizens product knowledge. This ability develops over time as associates learn and apply their knowledge when working with members.
• Enhances member service usage of Palmetto Citizens products.

Remote Banking:

• Always deliver assistance in a safe and secure manner. Knowing the member and the depth of their relationship.
• Always professional and pleasant in handling member transactions. Receives transfers by phone, or by mail; transacts check withdrawals; provides cashier's checks, and any other service within their authority.
• Completes all necessary file maintenance documents, and orders checks for members, as appropriate.
• Has authority to permit availability of funds for checks up to a predetermined amount without further approval.

Qualifications

• High School Diploma or equivalent is required.
• Previous customer service experience preferred.
• Previous contact center experience preferred.
• Bilingual candidates a plus.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

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