Call Center Rep I

Call Center Rep I

Department: Digital Experience Department

Reports To: Digital Experience Manager

Position Type: Hourly, Non-Management

Role: To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Essential Duties Include:

• Provide members with a variety of information over the phone. This may include assisting with balance inquiries, transfers, online banking password reset requests, Zelle, BillPay, and miscellaneous online banking needs.
• Provide debit card support via phone calls (limit increases, travel exceptions, card troubleshooting, etc.)
• Process stop payments as requested by members.
• File paperwork related to daily duties and member needs.
• Process card and ACH payments for loans received via phone calls. Provide ten day loan payoff to members as requested.
• Utilize Docusign to obtain fraud paperwork from members. Work with fraud processor to complete the fraud process.
• Work member-initiated cases for online banking and BillPay and check emails generated by the “Contact Us” link on our website.
• Make follow up fraud verification phone calls for unresolved fraud cases.
• Monthly elimination reports for online banking and BillPay.
• Research and provide balances and statements on member’s accounts as needed.
• Perform other duties as assigned.