Contact Center Representative bei Kemba Credit Union

ABOUT US

Kemba Credit Union is a not-for-profit organizationbased out of West Chester, OH. Voted top places to work for seven consecutiveyears since 2019. Also recognized as a Top Workplace in the UnitedStates by USA Today in 2022, 2024 & 2025! We believe that hiring the best people is at thevery core of our success. At Kemba Credit Union, every employee makes adifference, and together we impact the lives of our members and the communitiesthat we serve. 

Joining our team has its perks: 

• Generous PTO including Birthday PTO
• Education Assistance
• Ample Growth Opportunities
• 401k Plan with Match Up To 5%
• 11 Paid Holidays
• Company Paid Group Life Insurance, STD, & LTD
• Affordable Insurance Plans
• Employee Loan Discounts
• And Much More!

POSITION PURPOSE

Responsible for promptly handling inbound telephoneand/or electronic member interactions to the Member Services Contact Center viaSMS, chat, etc. Delivering excellent Member Service in accordance to the CreditUnion's Member Service standards. Ensuring that every interaction is properlyidentified, and each inquiry is handled accurately with the aim of first callresolution. Educating and promoting Credit Union products and services, andsupporting all functions within the Contact Center.

Note: This is not a remoteposition.

ESSENTIAL FUNCTIONS & BASICDUTIES

• Handles member interactions with the highest standard of professionalism and enthusiasm.
• Actively  listens to the member's requests by acknowledging the situation and providing the member with a recap to demonstrate understanding.
• Follows the departmental policies and procedures, particularly regarding member confidentiality and properly verifying the identity of each caller based on the information requested.
• Assumes ownership on every member interaction to answer the member's question or solve the problem during the initial contact. When escalation is required to provide member resolution, the representative will accurately forward     the call to the appropriate department, support member, or Contact Center Manager.
• Accurately processes payments over the phone while maintaining member confidentiality and balancing system totals daily.

QUALIFICATIONS

Education/Certification:

High School Graduate or equivalent.

Required Knowledge:

General knowledge of Credit Union policies andprocedures.

Basic understanding of loans, payment processing, andinterest rates.

Experience Required:

A minimum of one year experience in Member Service ata full-service financial institution or Contact Center.

Skills/Abilities:

Excellent communication and public relations skills.

Ability to work well under pressure.

Ability to use a personal computer and relatedsoftware applications including internet browsers, Microsoft Word, and/orExcel.

Solid math skills and bookkeeping abilities.