Service Delivery Representative II

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 by leveraging knowledge and resources about various products, services, processes, procedures, and policies; Suggest ways that 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 fostering strong team relationships by sharing knowledge, resources, trends, and best practices; Navigate various technology systems and adapt to evolving software; Perform research on account activity to help resolve Member inquiries; Make decisions within prescribed approval limits and escalate issues as appropriate; Advocate for Members and work with other departments to address Member concerns; Support service initiatives, participate in training or huddle sessions, and suggest process improvements; Serve as a mentor for new teammembers by providing peer coaching and assisting with training; Process dispute and fraud card claim intake; Set up, revise, or cancel electronic and 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 prior related experience required