Senior Service Delivery Representative

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

$27.02 - $39.18

40

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.

• Critical problem‑solving using advanced research and analysis to correct and resolve Member concerns.
• Provide recommendations and uncover educational opportunities that are of benefit to our Members to enhance their financial wellbeing and to our team to enhance their knowledge base.
• Works to de‑escalate calls, take initiative, use problem‑solving skills and good judgement to follow through on commitments using proactive communication.
• Assist support queues using elevated skill set to provide guidance, set service expectations, present solutions, or technical support to team members in need of assistance. Through effective communication and collaboration utilizes resources and knowledge to support World-Class Personal Service for all Member interactions.
• Act as a trusted advisor who exercises empowerment, measures risk assessment, and demonstrates sound decision‑making skills to advocate at a high level for Members through partnership with other departments to resolve Member concerns.
• Contributes towards department projects, develops and leads service initiatives, evaluates training resources, SOPs, leads huddles sessions, and recommends content for department meetings.
• Ability to deliver out‑of‑the‑box solutions, while utilizing technical expertise to foster innovation and suggest opportunities to streamline and improve systems, resources, or create processes and functions to improve productivity and efficiency.
• Serve as a mentor for new team members by providing peer coaching, modeling the way, and effectively delivering relevant feedback that benefits the mentee. Assisting with training, completing call observations to uncover areas of opportunity and improvements to the Member experience.
• Cultivates a supportive and engaging environment for team members and represents frontline voices with management to relay feedback that best reflects our culture.
• Perform account transactions and requests with accuracy, ensuring Members’ needs are met by clearly answering all their questions, and seeking out assistance as needed.
• Maintain the confidentiality of Credit Union and Member records.
• Protect the security of our Members’ accounts by properly identifying Members and listening for indications of Member impersonators and/or fraudsters before conducting transactions.
• Navigate various technology systems, work with multiple computer screens, and adapt to evolving software and technology enhancements.
• areas of responsibility:
  • Expert knowledge of account fraud transactions
  • Dispute and fraud card claim intake
  • Expert knowledge of credit card functions, interfacing with multiple complex systems.
  • Expert knowledge of debit card functions, interfacing with multiple complex systems.
  • Expert loan account maintenance and recommendations
  • Set up and revise electronic payments
  • Set up/revise/cancel ACH payments
  • Expert knowledge of specialty products, i.e., Summer Saver, Paycheck Planner, and share certificates
  • Expert knowledge of retirement products
  • Facilitate account vesting changes
  • Verify Membership eligibility
  • Awareness of legal processes, i.e., levies, subpoenas, escheat, fiduciary accounts, etc.
  • Expert knowledge of NCUA share insurance coverage
  • Provide next level support for SDR I, SDR II and SDR III team members
  • Ability to process international and domestic wire transfers
  • Ability to process Secure Message correspondence
  • Expert technical knowledge with eServices and Chat channels, to include troubleshooting, assisting with Zelle and other electronic money transfer systems.

• Performs other duties as assigned
• Complies with regulatory…