Contact Center Member Service Specialist (Location: Jacksonville, FL)

Benefits

Additional Information

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees. * SELECTION PROCESS: As part of our preliminary recruiting process, we kindly ask candidates to complete an online assessment sent to their email from our third-party vendor, HireVue. To be considered, please complete the assessment within the allotted time. If you don't receive it after applying, check your spam folder. Assessment results are valid for 6 months. Accountability Statement The incumbent's primary function is to effectively use VyStar Excellence principles during telephone contact with members in the course of daily business. Thus, the incumbent must adhere to the Standards of Excellence and behaviors associated with VyStar Excellence. The incumbent is to integrate people, processes, and technology to enhance relationships with members to maximize the growth and market share of VyStar Credit Union. In the call center environment, the incumbent is expected to listen to members attentively, to determine their needs and to offer appropriate products and/or services to enhance the member experience. The incumbent in this position is accountable for offering products and services to deepen current relationships and improve the satisfaction and loyalty of credit union members. The incumbent is individually and collectively responsible for reaching department and corporate goals. The quality of the incumbent's calls will be closely monitored via a call recording system to ensure members are receiving quality service. The incumbent will make independent decisions that benefit the member and VyStar. The incumbent must be able to quickly adapt to changes and handle any additional assignments for the daily operation of the Call Center. This position has opportunities for advancement and pay increase through the completion of the Member Service and Loan Training Programs. The incumbent must demonstrate proficiency in handling all types of calls in addition to completing required Computer Based Training courses before being certified or qualified to apply for Level II. ESSENTIAL JOB FUNCTIONS: Shift: Must be flexible to work any day or shift between the hours of 7:00am - 7:00pm / Monday - Saturday. Contact Center Member Service Specialist The incumbent's primary duty is to provide quality member services to our members by performing transactions that are requested by members or answering their questions, which may be related to Internet Banking, Magic*Touch, their account history or member service, loan, VyStar Investment Services products and/or VyStar Real Estate Services. Member Service transactions include but are not limited to fund transfer, wire transfer, Internet Banking PIN reset, stop payments, opening checking accounts, money market accounts, Certificate of Deposit accounts or other savings accounts, etc. The incumbent is expected to acquire extensive product knowledge of deposit products along with operational function of those products. The incumbent is required to effectively offer loan related products such as GAP, IWS, Credit Life & Disability Insurance in addition to VyStar Investment Services, VyStar Real Estate Services, other Savings Accounts, Checking Accounts, Money Market Accounts, IRA accounts, CDs, etc. based on our members' needs. The incumbent is also required to offer loan products, such as auto loans, credit cards, large luxury items and mortgage products, which may be referred to the more experienced Call Center Member Relationship Specialist team. The incumbent is expected to attain a firm knowledge of VyStar's products and services in addition to policies and procedures to effectively offer products based on our members' needs. The incumbent is expected to adhere to the Standards of Excellence and behaviors associated with VyStar Excellence. Thus, the incumbent must exhibit courteous and professional telephone etiquette in all member contacts while conducting effective fact finding to understand the member's needs and issues and making independent and appropriate decisions in resolving members' problems as well as in offering appropriate products. The incumbent must maintain confidentiality and integrity of information related to all member accounts. The incumbent is also expected to attain proficiency in all available tools. The incumbent in this position is to attain knowledge of Regulation CC, Regulation D, Regulation B and Regulation Z, Bank Secrecy Act/Anti-Money Laundering (BSA/AML), Currency Transaction Report (CTR), etc. If the incumbent is trained for originating loans, the incumbent is expected to offer loans whenever appropriate based on members' needs and properly document credit applications