Contact Center Representative

STARTING HOURLY RANGE: $17-$20.50

ABOUT BMI FEDERAL CREDIT UNION (BMI FCU):
BMI FCU is a not-for-profit, financial cooperative providing banking services to our member-owners. Our goal is simple – to improve the financial well-being of our members and our community.

For 15 consecutive years (2010-2024), BMI FCU has been named a “Best Employer in Ohio” by the Best Companies Group.

We offer competitive pay and benefits including holiday pay, paid time off (PTO), a matching 401(k) plan, professional development, opportunities to help our community, health insurance, a wellness program, and more. If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you!

POSITION SUMMARY: Responsible for answering member inquiries received through the telephone, email, or chat. Using technical skills and knowledge of products and services, this position will address issues, provide support, and offer information, to enhance the member experience. This position will perform all other related duties as assigned.

ESSENTIAL JOB FUNCTIONS:

– Provide first contact via telephone or electronic messaging to build rapport with members, process requests, respond to inquiries and resolve issues with accuracy; inquiries including but not limited to:
– Account information, transfer requests, loan payments, withdrawals, Loyalty Reward level usage, check order and supplies, online banking services, stop payments, wire transfers, and penalties
– Assess situations, apply sound judgement and use troubleshooting skills to assist members
– Look for opportunities to introduce products and services to help members financially
– Develop and retain a broad range of knowledge of all Credit Union products and services, from both a technical and information standpoint
– Manage and utilize time efficiently to ensure service quality and member satisfaction
– Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing differing sources as necessary
– Assist in online banking access including troubleshooting problems and errors for device and browser issues
– Research and assist with card problems (VISA, VISA debit and STAR) maintenance and problems including disputes and tokenization
– Take loan applications to submit to the Lending department
– Research ACH issues and locate originators
– Assist managers in operational process for opening and closing the Contact Center
– Follow-up with member related issues as needed

WORK ENVIRONMENT: Office environment

QUALIFICATIONS AND SKILLS REQUIREMENTS:

High school diploma or equivalent required

1-3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered

Understand and follow BMI FCU policies/procedures complying with federal regulations including but not limited to: Bank Secrecy act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707)

Exceptional customer service skills

Excellent communication (both verbal and written) and interpersonal skills

Ability to balance multiple tasks and changing priorities with high attention to detail

Strong analytical and problem-solving skills

Ability to work effectively in a team environment

Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment

Have a elevated understanding of computer operating systems and browsers to assist members with online access and troubleshooting