Job description

Summary:

• The Service Representative will respond to member inquires via telephone regarding membership, banking products, services and rates while providing friendly, accurate and speedy service. He/She will also resolve member issues timely and thoroughly, seeking to exceed member expectations on every call. The position will utilize knowledge of products, data systems and web-based applications to provide information and remedy member service issues.

Major Job Duties:

Higher level responsibilities will also include the following:

• Responding to online banking and bill payment inquiries.
• Troubleshoot connectivity issues for online banking and bill payment.
• Resolve ID/password access issues.
• Prepare professionally written responses to email inquiries, ensuring that the member’s response is completed within established timeframes.
• Research and resolve member bill payment issues within service level agreement standards.
• We will also partner with business partners to resolve member disputes and educate members about bill payment functionality for future use.
• Service Representatives will also be expected to complete all required compliance documentation for wire transfer requests in order to minimize potential fraud.
• Successful representatives may also be asked to act in a mentor capacity for newly hired representatives.

Experience:

• Minimum of 3 years of experience in customer service in a high volume, fast-paced environment.

Required skills:

• Experience in Financial Services Industry is a plus but not required.
• Must have good PC skills/Computer Savvy.
• Empathetic
• Service minded
• Attention to detail
• Ability to establish rapport with customer and control the call.

Home Office Requirements:

• 25mbps download Internet speed
• Router - Hardwired to router not Wi-Fi.
• Must have a quiet place to work at home.

Job Type: Full-time

Salary: $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift
• No nights
• Overtime
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 3 years (Preferred)
• Financial services: 3 years (Preferred)

Work Location: Remote

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