Member Advisor-Contact Center

Job Description

Contact Center Member Advisor

Job Classification: Full Time

FLSA Status: Non-Exempt

Department: Contact Center

Reports To: Contact Center Manager

Senior Leader: Chief Experience Officer

Job Overview

A Contact Center Member Advisor (CCMA) is responsible for creating an exceptional experience for each member seeking assistance via telephone or digitally. CCMAs consistently exceed BHCCU service standards each time they answer a call or digital interaction. Delivers helpful and pleasant service that promotes financial education while using expert knowledge to process a variety of financial inquiries accurately and efficiently. Inquiries may include account openings, loans, lines of credit, service requests, and transactions.

Major Tasks, Responsibilities and Key Accountabilities

• Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA). Complete required annual BSA training to ensure you understand your responsibilities that apply to BSA.
• Provides friendly, helpful service that promotes financial discipline through:
  • Executing daily interactions with a professional attitude.
  • Maintaining knowledge of BHCCU products and processes.
  • Proactively greeting members with a smile, proper introductions, and full attention.
  • Taking responsibility for service levels for all member access mechanisms of communication; phone, digital banking conversations, emails, text messages, and video conferencing.
  • Properly identifying members, keeping member information confidential, using tools necessary to keep security at the forefront of member service and experience. Creating secure interactions by fully verifying our members’ identities.
  • Understanding the members’ objectives by asking appropriate questions and listening to the members’ responses.
  • Delivering consistent member experiences by applying Blackhawk Community Credit Union’s service standards.
  • Exhibiting ownership of Contact Center goals and completing necessary reports that summarize daily activities.
  • Teamwork and collaboration.
  • Recommending the best solutions and guiding members through steps to accomplish their goals and strengthen their financial well-being.
  • Processing transactions accurately and efficiently.
  • Following up with the members to ensure satisfaction and to provide encouragement.
• Fulfills member service requests including account maintenance, research, reconciliation, and correction.
• Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position.
• Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA). Complete required annual BSA training to ensure you understand your responsibilities that apply to BSA, including:
• • CIP (Customer Identification Program)
  • CDD (Customer Due Diligence)
  • Beneficial Owner identification and verification
  • Prohibited Account Types
  • CTRs (Currency Transaction Report)
  • SARs (Suspicious Activity Report)
  • OFAC (Office of Foreign Assets Control
  • Monetary Instruments
• Performs other duties as assigned, including but not limited to, internet or phone loan applications, eService requests including mobile deposit and bill pay enrollment, digital banking trouble shooting, and assisting peers in the branch with member service requests.

Education & Experience:

• Must be at least 18 years of age.
• Associate degree, High School diploma or equivalent level of knowledge and skills.
• Minimum of two years of previous Teller, or Member Advisor experience.
• Previous experience in a similar position at a financial institution along with knowledge of banking and/or credit union regulations preferred.
• Bilingual not required but recommended.
• Pass the pre-employment background check.

Competencies:

• Must possess strong interpersonal skills, a positive attitude, and a desire to help people.
• Must possess excellent verbal and written communication skills.
• Must have reliable attendance.
• Ability to work independently and in a team environment.
• In-depth knowledge of member self-service tools, products and services offered by Blackhawk Community Credit Union.
• Must possess basic mathematical skills required, along with basic computer skills in JHA products.
• Ability to organize and prioritize work and maintain accurate records.
• Projects a professional attitude through voice projection, appearance, member service skills. Possess research, analytical, and problem-solving skills.

Other (Physical, Mental, and Visual Skills):

Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Ability to sit and/or stand for extended periods of time. Intermittent physical activity including bending, reaching and prolonged periods of sitting.
• Ability to lift light objects, usually no more than 8 lbs. in weight.
• Ability to utilize close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Ability to move about and communicate effectively with a diverse membership and employee group.
• Ability to accomplish the described responsibilities using computers and technology.
• Ability to work in a changing, challenging, and fast paced environment with varying stress levels.
• Ability to provide own transportation and travel to other locations as needed.

Blackhawk Community Credit Union is an Equal Employment Opportunity (EEO) employer. It is the policy of BHCCU to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.