Member Support Representative - Call Center

Company: Insight Credit Union
Location: Winter Springs
Posted on: March 20, 2023

Job Description:

Insight Credit Union is looking for a passionate trusted financial advisor who is qualified and has the desire to provide an excellent service experience to our members. A Member Support Representative assists members and potential members with their Credit Union needs through our Call Center located at: 260 Winding Hollow Boulevard, Suite B Winter Springs, FL 32708 Compensation & Benefits: We offer a competitive Central Florida hourly pay of $20.00 per hour. All our of current open positions are Full Time which include a comprehensive benefits package offering:

• Medical, Dental, Vision
• Free and Voluntary Life and Disability Insurance
• Pet Insurance
• 401k with match up and 100% vested
• Paid Time Off
• Birthdays Off
• Tuition Reimbursement Schedule & Training: Shift includes 32-40 hours per week between Monday - Friday (8am-6pm) and Saturday (9am-12pm). Hours will be based on the needs of the department. The position provides a 4 week training program at one of our training locations. Responsibilities & Qualifications:
  • Answers inbound calls and greet members with energy, enthusiasm, and professionalism. Obtains member information when answering telephone calls. Determines eligibility by comparing member information to requirements. Verifies member identity using proper protocols. Uses strong listening skills and a conversation based approach to understand and uncover the member's needs.
  • Identifies, researches, and resolves member issues using available resources and systems. Uses Credit Union policies to determine if there can be an immediate resolution to a member issue or if that issue requires managerial input. Resolves problems that are within their authority to resolve and refers problems that are beyond their authority to their supervisor, along with their recommendations. Transfers member calls to appropriate resource or department. Meets or exceeds department's service standards. Strives for first call resolution, but may be required to make call backs at the member's request to provide further assistance. Performs multiple tasks and navigates multiple systems simultaneously. Acts as liaison between members with various departments and vendors.
  • Interviews members for consumer loan applications. Inputs data into system and ensures integrity of data is in compliance with Credit Union policy and procedure. Prepares loans for scheduled funding at a branch location. Builds member relationships by identifying opportunities and referring Credit Union products.
  • Check the status of accounts, explain incurred fees and help members with any issues. Guide members through the online enrollment process and bill payer. Take an active role in educating members about our online and mobile account servicing benefits.
  • Complete necessary steps to initiate account transactions and investigations. Maintain member account and contact information current on computer system. Perform banking transactions to include but not limited to account transfers and loan payments. Assist members with self-serve payment options through the website and mobile app.
  • Assure that appropriate records are maintained and required reports are prepared.
  • Performs other related duties as assigned. Experience: One year to three years of similar or related experience. Education: A high school education or GED. Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Other Skills: Able to operate a 10-key calculator and computer keyboard by touch. Must be good with attention to detail with numbers and names. Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. Regularly required to hear, speak, lift files, open file cabinets and bend as necessary. Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment. Insight Credit Union is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Keywords: Insight Credit Union, Orlando , Member Support Representative - Call Center, Other , Winter Springs, Florida