Service Delivery Representative III

About the role

We're always looking for diverse, talented, service-oriented people to join our exceptional team.

About the role

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range

$24.20 - $35.09

Scheduled Weekly Hours: 40

What You'll Be Doing

Serves the Membership through multiple contact channels (telephone, secured messaging or online chat) by providing World Class Personal Member Service on every contact, while completing transactions or providing information on Credit Union products and services. This position will also assist supervisors and team members with operational and technical support, maintaining high quality Member service and efficiency.

• Serving the Membership in various areas of the credit union and is well versed on all products and services in order to provide expertise coverage over multiple contact queues.
• Assists the department by completing projects and reports.
• Provides suggestions for streamlining department and credit union operations.
• Provides assistance on escalation queue, serving as a role model to all team members.
• Assists the department with the training of new and existing team members and serves as a role model.
• Works with minimal supervision, using intermediate problem solving skills and judgment.
• Advocate for our Members and escalates issues as appropriate and/or solicit help as needed. Works with other departments to resolve and address Members concerns.
• Delivers World Class Personal Member Service professionally and efficiently, while contributing to department goals on Quality Control and Contact Center service objectives.
• Maintains confidentiality of credit union and Member records.
• Performs various file maintenance including processing requests for a change of address, check orders, and ordering ATM cards, etc.
• Informs Members of credit union promotions and/or new products and services.
• Performs research on accounts, identifying and completing Member corrections, and following through to resolution.
• Provides consultative services to Members regarding credit union products and services by assessing the Member's needs and addressing their concerns by gaining agreement.
• Provides expertise support on multiple advanced queues, such as loans, retirement, and e- services queues.
• Demonstrates empathy to our Member's needs on each and every Member interaction.
• Monitors and engages in social media interactions with Members and non-Members.

Additional Job Functions

• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualifications

• High School Diploma or GED required
• 3-5 years of previous related experience required
• Credit union/financial institution experience preferred

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you're excited about a position or wanting to make a career change but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

This organization participates in E-Verify.