AVP Marketing Creative & Content

Neighborhood Credit Union - Dallas, TX

Full-time

Dallas, TX

Credit Intermediation and Related Activities

About the position

The Call Center/Member Services Representative at Neighborhood Credit Union plays a crucial role in ensuring that members receive an exceptional experience. This position is primarily focused on responding promptly and accurately to member inquiries and concerns, while also promoting additional products and services that can enhance their financial wellbeing. The representative will handle a variety of support services through multiple communication channels, including telephone calls, postal mail, and email. Responsibilities include updating account information, opening and closing accounts, and addressing inquiries related to rates, renewals, and account discrepancies. The representative will also assist members with online and mobile banking, utilizing digital tools such as chatbots and digital assistants to provide comprehensive support. In addition to direct member interactions, the representative is responsible for achieving monthly Key Performance Indicators (KPIs) and quality assurance goals. This includes troubleshooting issues that may prevent members from accessing digital platforms or services, and providing operational information to help members effectively utilize the credit union's offerings. The role requires adherence to various laws and regulations, including the Bank Secrecy Act and Anti-Money Laundering regulations, ensuring compliance in all member interactions. The representative will also maintain professional relationships with customers and other financial institutions, and will be expected to document member interactions accurately in the appropriate systems. The position demands a commitment to continuous learning and improvement, as well as a proactive approach to offering additional products and services that can benefit members. The representative must be adaptable, coachable, and willing to assist other departments as needed to ensure a seamless member experience. Overall, this role is integral to the credit union's mission of enhancing the financial wellbeing of its members through excellent service and support.

Responsibilities

• Assumes responsibility for the effective and timely performance of assigned functions.
• Provides an exemplary member experience by demonstrating caring, knowledge, professionalism, accuracy, and necessary follow-up when managing a member's concern or request.
• Promptly and professionally responds to calls and other interactions from both external and internal members regarding the operation of services offered by Neighborhood Credit Union.
• Responsible for achieving monthly Key Performance Indicators, performance goals, and quality assurance goals.
• Troubleshoots, reports, and resolves issues that impact members not having access to the digital platforms, debit cards, and other vital services.
• Engaged in learning activities that promote job expertise and outstanding service delivery.
• Provides general and operational information that will help members successfully utilize the programs, products, and services offered to enhance their financial well-being.
• Performs routine maintenance updates to accounts as authorized by member or Neighborhood Credit Union.
• Maintains adherence and compliance to all laws, rules, regulations, and internal controls including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, Regulation E, and the Privacy Act.
• Assumes responsibility for establishing and maintaining professional business relations with customers, other financial institutions, and merchants.
• Accurately completes daily/weekly/monthly activity tracking and statistical reporting.
• Keeps supervisor or leader informed of area activities and significant concerns.
• Attends and participates in meetings as required.
• Functions as a liaison representing the needs of Neighborhood Credit Union to maintain and enhance a vendor/partner relationship.
• Assumes responsibility for establishing and maintaining effective coordination and working relations with Company personnel and with management.
• Maintains effective communications and professionalism when interacting with colleagues and management.
• Is adaptable, coachable, and teachable.
• Accountable for actions and decisions and takes ownership of situations.
• Ensures understanding by asking appropriate questions and conducting research when requesting assistance from others.
• Assumes responsibility for related duties as required or assigned.
• Willingly assists other departments as necessary to provide an excellent member experience.
• Actively and effectively offers additional products and services to enhance member's financial well-being.
• Documents interactions with members in appropriate portal(s).
• Keeps work area clean, secured, and well maintained.

Requirements

• High school graduate or equivalent.
• General knowledge of credit union policies and procedures.
• General knowledge of online and mobile banking platforms.
• General knowledge of digital services and applications.
• General banking knowledge.
• One to two years of related experience.
• Excellent communication and public relations skills.
• Ability to analyze accounts.
• Attentive to detail.
• Well organized.
• Ability to manage the demands of the job.
• Ability to assist others.
• Able to use 10-key, PC, telephone, and other related business equipment and application software and platforms.