What are the responsibilities and job description for the Mem Contact Center Rep II position at Publix Employees Federal Credit Union?
Publix Employees Federal Credit Union (PEFCU) was established over 60 years ago to provide financial services with lifetime value to Publix Super Markets, Inc. employees and their families.
PEFCU Benefits/Perks:
- Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
- Generous Paid Time Off program (approximately 4 weeks a year)
- 11 paid holidays per year
- 401(k) retirement plan and profit sharing
- Pay for performance incentive programs
- Time off for giving back to your community!
- Tuition reimbursement
- And much, much more!!!
Member Contact Center Representative
The Member Contact Center Representative is responsible for assisting members with basic or advanced account inquiries and transactions, originating consumer loan applications, while educating members on products and services, in a high-volume contact center. This position can be onsite in Lakeland, remote, or hybrid.
What you will do…
- Responsible for providing courteous and efficient services to members via inbound calls in a contact center environment.
- Responsible for providing efficient and timely service to members via written communication channels (i.e., chat, secure home banking messages, email, etc.) as needed.
- Originate consumer loans and offer ancillary products to members when appropriate.
- Support the consumer loan process by verifying and inputting member information and collecting supporting documentation when appropriate.
- Actively listen to members, identify their needs, and offer appropriate products and services.
- Strive to provide first contact resolution and build lasting member relationships through exceptional service.
- Supports growth objectives by listening, identifying, educating and offering credit union products and services to attract and retain members.
- De-escalate upset members to aid in problem resolution.
- Protect our members’ confidential information by adhering to security and compliance procedures.
- Identify and report any suspicious behavior or suspected fraud activity.
- Educate members regarding PEFCU's electronic services.
- Assist members with electronic services, such as unlocking member accounts, Bill Pay, direct deposit inquiries, and activating debit and credit cards.
- Perform a wide variety of account maintenance and research duties including: address changes, name changes, adding/updating account set up, joint owners, or beneficiaries, closing accounts, fund transfers, processing of loan payments, wire transfers, create or modify electronic funds transfer (EFT) records, process refunds for non-sufficient funds (NSF), inactivity, minimum balance, and/or Courtesy Pay fees.
What you need....
- 6 months of experience with PEFCU
- Bilingual (Spanish) skills preferred
- Commitment to exceptional member experience
- Ability to learn and utilize multiple software systems simultaneously
- Demonstrated proficiency in the use of multiple systems simu
- Performs work under direct supervision. Handles complex issues and problems and refers only the most complex issues to higher-level staff.
- Ability to effectively communicate, interact, and work with individuals and groups.
- Ability to build relationships, resolve conflict, foster respect while working with others to achieve goals.
What’s in it for you…
- Competitive pay
- Pay for performance incentive program
- Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
- Stellar benefits/perks
- Work/life balance
Apply now!
