BMI Federal Credit Union

Call Center Representative

• 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.
• Provide first contact via telephone or electronic messaging – respond to secure messages and online chat – 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 and VISA debit) maintenance and problems including disputes and tokenization
• 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

Contact Center Representative