Service Delivery Representative II

We're always looking for diverse, talented, service-oriented people to join our exceptional team. To serve as our Members' first channel of choice along with eServices, Chat, and Secure Message channels for their financial needs, to be there for our Members when they are unsure how to proceed, and to be there for them when other channels are unable to support their needs. Our job is to be ready and willing to consistently provide World-Class Personal Service on each and every contact.

Responsibilities

Handle Member inquiries using knowledge of products, services, processes, procedures, and policies; Navigate the internal support website to provide solutions and drive calls efficiently; Identify and collaborate with appropriate support departments to ensure timely resolution of issues; Suggest ways Members can easily access and manage their accounts; Perform account transactions and requests with accuracy; Maintain the confidentiality of Credit Union and Member records; Protect the security of Members' accounts by properly identifying Members and listening for indications of impersonators and/or fraudsters; Work independently while sharing knowledge, resources, trends, and best practices with teammembers; Navigate various technology systems and adapt to software enhancements; Perform research on account activity to resolve Member inquiries; Recommend products and services that may benefit Members; Make decisions within prescribed approval limits and seek next-level assistance when needed; Advocate for Members and escalate issues as appropriate; Support service initiatives, participate in training or huddle sessions, and suggest process improvements; Serve as a mentor for new teammembers; Process account fraud and dispute/fraud card claim intake; Handle credit and debit card transactions; Perform loan account maintenance; Set up electronic payments and set up, revise, or cancel ACH payments; Process international and domestic wire transfers; Process Secure Message correspondence; Facilitate account vesting changes; Verify Membership eligibility; Perform other duties as assigned; Comply with regulatory compliance and assigned training requirements, including BSA regulations

Requirements

High School Diploma or GED required; 1-3 years of previous related experience required; Essential communication skills including empathizing, being engaging, focused, and attentive, using reflective listening, and asking open-ended questions; Listens without interrupting; Asks questions to clarify and verify information; Recaps transaction to ensure understanding; Identifies essential information; Enters information quickly; Displays expected level of accuracy; Summarizes transaction clearly and concisely; Uses correct terminology; Problem-solving skills