Member Experience Representative

Location:

Main Branch

1500 NW 107th Ave, Miami, FL. 33172

Pay

Starting $22.00 per hour

Job Summary

The Digital Service Representative (DSR) will be responsible for providing quality service to our members. The DSR provides real time teller assistance to members from a centralized location through video transmission via the Interactive Teller Machine (ITM) or other video platforms such as GLIA. The DSR also handles chat communication on the GLIA platform and responds to unsecured messages that are submitted by our members through our website. The DSR is responsible for processing in a timely manner all mobile deposits and secured messages submitted through the online banking system. The DSR will seek to provide solutions to all member account related problems. The DSR reviews, approves and finalizes all online membership applications as well as existing account edit share applications. This high contact person requires an ability to communicate effectively with members and to represent the credit union in a positive and professional manner. The DSR helps to expand the member base by cross-selling products and services that meet their financial needs.

Essential Duties And Responsibilities Include

• Processes a variety of financial transactions including, but not limited to, deposits, payments, transfers and withdrawals through video transmission via the Interactive Teller Machine (ITM).
• Communicates with members in a professional, friendly, and efficient manner through various digital channels.
• Provides excellent service to current and potential members.
• Works with multiple software programs concurrently to complete transactions and communicates with more than one member simultaneously.
• Possess attention to detail in observing due diligence for validity of transactions while maintaining professionalism and courteous service to our members.
• Performs end of day balancing according to procedures and adheres to security, audit and compliance requirements.
• Supports Credit Union growth by recognizing opportunities to promote Credit Union products to meet members’ needs.
• Responds to and effectively resolves member service issues; escalates member issues to a higher authority, when necessary.
• Handles all inquiries on deposit accounts and loans including but not limited to: Visa credit cards, loans, mortgages, home equities, share certificates, retirement plans, bill payments/on-line banking, direct deposit, payroll deduction, and ATM/Debit cards.
• Possess a thorough knowledge of Dade County Federal Credit Union products, services, policies and procedures.
• Process all online member and edit share applications that are automatically approved or with a pending decision and conduct full member verification and account qualification.
• Process checks through Remote Deposit Capture platform, determining additional holds or releases, and communicating with members effectively, as necessary.
• Monitors deposit amounts and examines documents for endorsement and negotiability.
• Complies with all Bank Secrecy Act (BSA) regulations and standards, attends all required BSA training.
• Understand and comply with the requirements of C.I.P.
• Responds to unsecured and secures messages received from members.
• Answers and responds video and voice calls along with chats on the GLIA platform.
• Completes special projects and tasks as assigned.
• Perform all other related duties as required.
  
  

Requirements

Experience

At least 1-3 years related experience and/or training in a financial institution call center or branch environment. Must have knowledge of Credit Union policies, procedures, regulations and industry practices.

Education/Certifications/Licenses

High School graduate with an Associates’ degree preferred or equivalent work experience.

Language

Fluent in both English and Spanish is desirable

Qualifications

Excellent communication and organizational skills.

Proficient knowledge of PC applications, including but not limited to Microsoft Office. (Excel, Word and Outlook)

Must be highly motivated, flexible and organized while being able to handle multiple projects and tasks.

Must have a thorough understanding of credit union/bank operations and all necessary credit union regulations.

Must be detail oriented and display excellent mathematical skills.

Excellent telephone and video chat etiquette.

Must have a sales and service oriented mentality with a proven record of accomplishment in these areas.

Flexible schedule to include evening and Saturday hours.

Must have the ability to travel throughout the branch network.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.