Provide exceptional member service through phone, email, and digital channels.
Assist with account management, online and mobile banking support, and consultative financial guidance to identify products and services that meet member needs.
Efficiently handle inquiries, resolve issues, route calls, and support multiple departments.
Promote member education, ensure compliance with regulations, and contribute to team and organizational success.
Demonstrate a working knowledge of the applicable core system, including loan and deposit platforms.
Open and close accounts, answer questions about products and services, and resolve problems.
Identify and direct member calls to appropriate department as needed.
Provide universal dual support to the Support Services, Card Services, and Loan Operations.
Efficiently answer incoming calls and properly identify caller to assist with online banking, telephone banking, and mobile banking needs.
Respond to requests received by email, fax, and online banking.
Comply with all regulations, security procedures, and complete all mandatory annual compliance courses.
Perform other related job duties as assigned.

Level I: One month to twelve months of similar or related experience.
Level II: One year to three years of similar or related experience.
A high school education or GED.
Bilingual in English and Spanish strongly preferred. Incentive offered for bilingual proficiency.
Handles sensitive information with complete confidentiality and professionalism.
Provide excellent and knowledgeable service to our members, both internal and external by adhering to our core values.
Conduct themselves and members fairly, ethically, and with confidence.
Effective communication skills both oral and written.
Critical thinker and effective problem solver.
Collaborative service skills.
Willing and eager to exceed expectations; demonstrated excellence in all aspects of service delivery operations.
Demonstrated proficiency with 10-key calculator, Windows, and other MS Office products and applications.

Medical, Dental and Vision insurance. Available the first of the month following date of hire.
Spanish Speaking Incentive
401(k)
Traditional or Roth
Paid Time Off
Eleven paid holidays/year
Employer-Paid Benefits: Employee Assistance Programs (EAP), Short-Term & Long-Term disability
Other great benefits: Wellness Reimbursement Plan, Educational Reimbursement Program and Development Programs.

In-Person Virtual Experience Specialist, Call Center

Key skills