Digital Service Representative - Contact Cent

Department: Contact Center

FLSA: Non-Exempt

EEO: Administrative Support Worker

Salary Grade: 6

Salary Range: $38,720-$48,400-$58,080

Position Reports To: Contact Center Manager

SUPERVISORY POSITION: No

People Vision: Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve… “Changing lives, because we care.”

POSITION PURPOSE:

The DSR is responsible for enthusiastically performing a variety of member services such as reviewing and opening online accounts, review and fund online loan applications, renewing certificate accounts, and mitigate and prevent online account and online loan fraud. DSR will provide answers to member questions regarding Credit Union accounts and loan products as well as perform a variety of account maintenance tasks. Cross-sells products and services. The DSR connects members to “subject matter expects” with questions, concerns, or problems as they arise. DSR is a contributor to the team and works collaboratively to ensure continual process improvement while providing extraordinary member service that aligns with SUN’s vison and strategy.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Ensures compliance with BSA Rules & Regulations. Completes Currency Transaction Reports (CTR) when required. Ensures that all Currency Transaction Reports are processed in a timely manner. Obtain BSA training annually.
• Assists Contact Center call queue as needed.
• Provides general information to members on Credit Union policies, procedures, and programs.
• Receives, reviews and funds loan applications.
• May perform supervisory functions in support of Contact Center needs.
• Ensures member’s online account or loan application information is complete and accurate.
• Resolve member account and loan requests, issues promptly, courteously, and professionally.
• Reviews and updates certificate and club accounts.
• Completes verifications (Chex Systems, Credit Report and CrossCore), prior to establishing a new account. Reports positive matches of OFAC to the Manager and BSA Compliance Officer immediately.
• Answers questions and resolves problems by listening and determining solutions, collecting data, securing answers and reporting results to the inquiring party.
• Enthusiastically presents and explains Credit Union services and products to members to assist and support their financial needs. Continuously keeps members informed of services and policies.
• Actively and professionally cross sells Credit Union services and products while building member financial relationships.
• Provides information to members on accounts, payments, interest rates, loan options and savings programs.
• Reports any unusual suspicious activity to the VP of Digital and Operations, Compliance Department or Contact Center Assistant Manager for further review.
• Completes the Business CTR Exemption Statement Form when required.

PERFORMANCE MEASUREMENTS

• Member services function efficiently and accurately completed in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems or questions are courteously and promptly resolved. Assistance provided to members with bookkeeping and checking account problems.
• Required reports and records are accurate, complete, and timely.

QUALIFICATIONS

Education/Certification: High school graduate or equivalent, some college preferred.

Required Knowledge: Knowledge and ability to provide extraordinary member services.

Ability to support members bookkeeping issues and concerns.

Passion and empathy for people.

Experience Required: Minimum of one year of experience as a Member Service Representative or equivalent role within a financial institution.

Skills/Abilities: Excellent communication skills

Solution oriented attitude, “Getting to Yes.”

Embraces and demonstrates the SUN Vision

Ability to operate modern business equipment, applications, digital and understanding of modern delivery systems.

Solid math and bookkeeping skills.

WORKING CONDITIONS

No hazardous or significantly unpleasant conditions (such as found in a typical office).

DEPARTMENT: Contact Center

FLSA: Non-Exempt

EEO: Administrative Support Worker

Salary Grade: 6

Salary Range: $19.00 - $31.50

POSITION REPORTS TO: VP of Digital and Operations

SUPERVISORY POSITION: No

People Vision: Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve… “Changing lives, because we care.”

POSITION PURPOSE:

The DSR is responsible for enthusiastically performing a variety of member services such as reviewing and opening online accounts, review and fund online loan applications, renewing certificate accounts, and mitigate and prevent online account and online loan fraud. DSR will provide answers to member questions regarding Credit Union accounts and loan products as well as perform a variety of account maintenance tasks. Cross-sells products and services. The DSR connects members to “subject matter expects” with questions, concerns, or problems as they arise. DSR is a contributor to the team and works collaboratively to ensure continual process improvement while providing extraordinary member service that aligns with SUN’s vison and strategy.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Reviews and updates certificate and club accounts.
• Completes the Business CTR Exemption Statement Form when required.
• Resolve member account and loan requests, issues promptly, courteously, and professionally.
• Enthusiastically presents and explains Credit Union services and products to members to assist and support their financial needs. Continuously keeps members informed of services and policies.
• Receives, reviews and funds loan applications.
• May perform supervisory functions in support of Contact Center needs.
• Ensures compliance with BSA Rules & Regulations. Completes Currency Transaction Reports (CTR) when required. Ensures that all Currency Transaction Reports are processed in a timely manner. Obtain BSA training annually.
• Assists Contact Center call queue as needed.
• Provides information to members on accounts, payments, interest rates, loan options and savings programs.
• Provides general information to members on Credit Union policies, procedures, and programs.
• Reports any unusual suspicious activity to the VP of Digital and Operations, Compliance Department or Contact Center Assistant Manager for further review.
• Ensures member’s online account or loan application information is complete and accurate.
• Actively and professionally cross sells Credit Union services and products while building member financial relationships.
• Answers questions and resolves problems by listening and determining solutions, collecting data, securing answers and reporting results to the inquiring party.
• Completes verifications (Chex Systems, Credit Report and CrossCore), prior to establishing a new account. Reports positive matches of OFAC to the Manager and BSA Compliance Officer immediately.

PERFORMANCE MEASUREMENTS

• Required reports and records are accurate, complete, and timely.
• Member services function efficiently and accurately completed in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems or questions are courteously and promptly resolved. Assistance provided to members with bookkeeping and checking account problems.

QUALIFICATIONS

Education/Certification: High school graduate or equivalent, some college preferred.

Required Knowledge: Knowledge and ability to provide extraordinary member services.

Ability to support members bookkeeping issues and concerns.

Passion and empathy for people.

Experience Required: One to three years of experience as a Member Service Representative I.

Skills/Abilities: Excellent communication skills

Solution oriented attitude, “Getting to Yes.”

Embraces and demonstrates the SUN Vision

Ability to operate modern business applications and equipment.

Solid math and bookkeeping skills.

WORKING CONDITIONS

No hazardous or significantly unpleasant conditions (such as found in a typical office).