Service Center Representative - Fitchburg

Reporting to the Service Center Manager, the 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 key member of the Service Center team, the Service Center Representative will efficiently and accurately process member transactions such as account inquiries, payments, account maintenance, and activation of digital banking services, in line with IC’s member service standards. 

ESSENTIAL JOB FUNCTIONS

1. Providing 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.
2. Meet or exceed individual and team qualitative and quantitative goals surrounding queue management, member satisfaction, chat engagement, bot containment, etc. 
3. 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.
4. 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.). Promote usage and adoption of self-service channels; highlighting convenience and benefits of omni-channel member experience.
5. 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 maintained at all times. 
6. 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.

NON-ESSENTIAL JOB FUNCTIONS

1. Originates applications for consumer loans, home equity loans/lines and residential mortgages. Interviews applicants and completes/closes loan applications in accordance with regulatory guidelines and credit union procedures. Maintains registered NMLS number.
2. Obtain Notary Public Guarantee credentials.
3. Participate in cross-functional teams across the organization to test and implement new technologies.
4. Identify and suggest opportunities to enhance IC culture, with a focus on enhancing efficiencies and delivering a positive member-first experience.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

JOB COMPETENCIES

1. Time Management - The ability to work independently with minimal supervision and effective use of time.  The level of control/oversight of all assigned projects and responsibilities.
2. Job Knowledge - The level of knowledge, skills, and education required to perform job duties, and their application to job functions. Commitment to expanding knowledge, skills, and/or education.
3. Teamwork - The ability to promote positive work relationships with area staff, team members, and supervisors.   The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals.
4. Communication – The ability to effectively converse and listen to others concerning company matters, keeping all parties up to date including coworkers, members and dealers.  The use of proper written and grammatical skills.
5. Service - The degree to which member service is demonstrated in the day-to-day business environment.  The level of support for co-workers as well as outside members, clients, etc.

EDUCATION/EXPERIENCE REQUIREMENTS (Education, Work Experience, Industry Knowledge) 

1. High School Education or equivalent and a minimum of one (1) to three (3) years’ experience in a contact center, sales, or service-based role. 
2. Excellent written and verbal skills. Basic computer and technology skills. 
3. Ability to effectively interact with and support the financial needs of members and prospective members, with a focus on delivering an exceptional member-first experience.

WORK ENVIRONMENT

This is a hybrid position that offers both in-office and remote capabilities. This role operates in a professional office environment and routinely uses standard office equipment such as computers, phones, fax, email, etc.

PHYSICAL DEMANDS

Physical requirements include, but are not limited to, general office environment, ability to move floor-to-floor, ability to travel from branch to branch, and ability to work unusual hours as needed including early mornings, evenings and weekends. Work in both traditional and open concept environments.

REQUIRED COMPLIANCE TRAINING

Satisfactorily completes all required compliance training and complies with all regulations, which apply within the scope of the position, including but not limited to the Bank Secrecy Act (BSA) and all regulations that fall within the BSA.