Call Center eService Representative

First Florida Credit Union is seeking a Call Center eService Representative candidate to monitor and process electronic messaging systems, mobile messages, bill pay, and new membership applications (through mail and e-service) as needed.

Essential Functions & Responsibilities:
Monitor and process electronic messaging systems, mobile messages, bill pay, and new membership applications (through mail and e-service) as needed.
Support Online Application inquiries and manual app reviews as needed.
Provide trouble shooting assistance for online banking and mobile app.
Assure that appropriate records/documents are maintained and required reports/documents are accurately prepared and merged into imaging system in a timely manner.
Assist members and potential members with phone requests; answer questions about products and services; resolve problems that are within their authority to resolve; and refer problems that are beyond their authority to their supervisor, along with their recommendations.
Identify cross-sell opportunities and offer products and services to members as appropriate.
Assist and support other departments as needed.
Responsible for compliance with Credit Union policies including the Bank Secrecy Act and Customer Identification Program.
Perform other related duties as assigned.

Performance Measurements:
1. Adhere to the credit Union Service Standards in all interactions both internal and external as well as employing CML (Creating Member Loyalty) skills.
2. Provide accurate, courteous, friendly, timely, and professional phone service to all members and potential members. Answer phone and respond to correspondence within established time frame.
3. Handle calls accurately, efficiently and effectively. Troubleshoot or direct call to the appropriate cross functional area.
4. Handle chat inquiries efficiently and effectively using proper business grammar in all interactions

5. Process member transactions with minimal errors.
6. Maintain call control and offer first call resolution on every call.

7. Instruct and communicate information in a clear and concise manner.
8. Work with other areas to ensure resolution of escalated issues.
9. Maintain a good working knowledge of interdepartmental functions.
10. Provide service to difficult and irate members with minimal escalation.
11. Maintain thorough knowledge of products and services and successfully recommend new products or services to members.
12. Add to and maintain knowledge of all new and existing policies and procedures to ensure compliance.
13. Maintain a dependable record of attendance and timeliness.

Knowledge and Skills:
Experience One year to three years of similar or related experience.
Education A high school education or GED.
Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for
the purpose of first-level conflict resolution, building relationships, and soliciting
cooperation. Discussions involve a higher degree of confidentiality and discretion,
requiring diplomacy and tact in communication.
Other Skills Excellent listening and phone skills; able to operate a computer keyboard; able to make
decisions with minimum information. Proficient in Microsoft Word, Excel and PowerPoint.
Must have good written and verbal communication and organization skills. Must possess
operating systems knowledge to assist members with navigating the website for online
banking and mobile application on IOS and Android devices.
Physical
Requirements This is sedentary work which requires the following physical activities: bending, stooping,
kneeling, crouching, sitting, walking, finger dexterity, feeling, repetitive motions, talking,
hearing and visual acuity. Specific vision abilities required for this job include close vision,
distance vision, color vision, peripheral vision, depth perception, and the ability to adjust
focus. As required or requested, may exert up to 25 pounds of force occasionally and/or a
negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
Work Environment Generally inside work with occasional exposure to weather conditions.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.