Now Hiring - Client Success Representative in Dublin, OH

COVID-19 considerations:
We are committed to providing safe working conditions at all of our locations and have invested heavily in measures aimed at keeping employees healthy during the COVID-19 pandemic.

REPORTS TO: Contact Center Manager
Pay Range: $17.00 - $19.00
Full-time, 40 hours/weekly

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