Call Center Specialist - Cards
- Clearview Federal Credit Union
- Remote
- 13 days ago
Job Description
OBJECTIVE
To provide courteous, prompt and excellent member service. Practice Call Center Standards for all incoming calls, giving out accurate information in a pleasant and professional manner. Answer all incoming calls related to the member experience with debit and credit cards including fraud issues, reissues, alerts, compromises, and general support of cards. Build relationships by suggesting appropriate products and services to fit the members’ needs.
WORKING HOURS
Schedule based on operational needs; scheduled between the following hours of operation:
Monday - Friday: 7:50am - 6:10pm
Saturday: 8:45am - 2:15pm
(Telecommuting available after 6-8 week in person completed training)
MINIMUM QUALIFICATIONS
- High School diploma or equivalent required
- Minimum six months of similar or related experience required
- Ability to meet cross-sell expectations
- Provide courteous, prompt and excellent service to members and co-workers
- Above average knowledge of Credit Union products and services
- Possess good analytical skills
- Excellent follow through techniques
- Ability to adapt to change and maintain flexibility in learning new product information and keeping current with guidelines & product information
- Ability to work additional hours according to operational needs
- Exceptional telephone communication and human relation skills
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide accurate and appropriate account information to members regarding their questions and concerns of debit/credit cards, all share products, existing loans, and general questions regarding digital products and services.
- Support members who may be concerned with fraud and compromised debit/credit cards. Review recent activity to confirm or deny presence of fraud. Educate callers on next steps to gain control of their account, dispute fraudulent activity, and obtain a replacement card. Discuss prevention tips and monitoring suggestions.
- Utilize core and processor’s systems to order, replace, and status cards for debit cards.
- Initiate cardholder disputes/fraud cases for debit cards.
- Provide solutions for PIN issues, card not working, debit limits, travel situations, credit card statement requests, balance transfer requests, and handle requests of credit card payment immediately reflecting available balance.
- Provide MasterCard information including rate, balance, payment, credits and charges; activate card, set-up Easy Pay.
- Communicate with our members through Chat on a rotating schedule
- Complete CRM cases directed to the Card Team
- Perform duties of a Care Center Advocate, including transactions, maintenance, rate quotes, and problem resolution.
- Work from home and report in off assigned by management.
- Educate and increase member awareness of all credit union products, services and promotions
- Maintain thorough knowledge of Credit Union services, products, policies and procedures
- Submit monthly success stories and share best practice techniques with co-workers
- Communicate member issues, concerns and trends
- Remain current on promotional and marketing mailings
- Participate in departmental campaigns/programs.
- Suggest/recommend ways to improve work flows, member service and processes in the Care Center
- Read e-mails throughout shift to keep abreast of policy, procedure and operational updates
- Attend training sessions and meetings
- Handle other duties as assigned
- Support Clearview’s Commitment to Diversity, Equity & Inclusion by welcoming and embracing the unique differences of others, treating others fairly and equitably, and creating an inclusive experience where others feel respected and valued; Understand and believe a diverse workplace is essential to the company’s vision and success.
Clearview values diversity in its workforce. We are proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.