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DESCRIPTIVE SUMMARY
Reporting to the Service Center Manager, the Senior Service Center Representative is responsible for providing exceptional support to Credit Union members and prospective members within the assigned digital contact channels (e.g., phone, email, video, live chat, etc.).
As a leader within the Service Center team, the Senior Service Center Representative will support advanced member inquiries and escalations, as well as efficiently and accurately process member transactions. This includes account inquiries, payments, account maintenance, and activation of digital banking services in line with IC’s member service standards.
ESSENTIAL JOB FUNCTIONS
- Provides efficient, accurate and courteous member service through IC’s digital contact channels. This includes new account opening, loan origination and assisting members with support and maintenance on existing account relationships, with a focus on delivering exceptional member service.
- Meets or exceeds individual and team qualitative and quantitative goals surrounding queue management, member satisfaction, chat engagement, bot containment, etc.
- Provides supervisor-level assistance to members and colleagues by handling escalated situations or providing guidance to other team members on complex situations.
- Maintains updated knowledge regarding the Credit Union’s products/services and proactively recommends appropriate solutions based on member needs. Supports strategic focus of growing IC’s membership base and deepening existing member relationships.
- Demonstrates and engages members with IC’s digital banking tools, such as, online, and mobile banking, digital wallet enrollments and other ancillary digital solutions (e.g., bill pay, e-statements, card controls, P2P tools, etc.). Promotes usage and adoption of self-service channels, highlighting convenience and benefits of omni-channel member experience.
- Performs all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures. Uses established protocols and controls to ensure security and privacy is always maintained.
- Serves as an enthusiastic champion of all things brand and corporate culture. Models and supports the delivery of IC's Mission, Vision, and Core Values, with a focus on team member engagement and member experience. Represents the Credit Union in the communities it serves by participating in civic/community organizations in line with evolving market and community engagement strategies.
