Call Center Representative I at Empower Federal Credit Union in Syracuse, New York

Job Description:

Role:

Research, resolve, and respond to a wide variety of member issues and requests received electronically or by phone, demonstrating professionalism, service, and sales skills. Deepen member relationships through the introduction of products and services tailored to their needs.

This is a hybrid role requiring a minimum of five days on-site at our headquarters in Syracuse, NY, following an initial 90-day training period conducted onsite.

Essential Functions & Responsibilities:

 65%    Member Support:

Respond to member inquiries and resolve critical issues across multiple communication channels, including:

- Balances, transfers, and payments

- Electronic banking enrollments

- Password resets and lockouts

- Bill pay issues and technical troubleshooting

- Courtesy Pay and check orders

- Lost/stolen debit/credit cards, card PIN resets, and new/replacement card orders

- Travel notes and researching card declines

- Process fee refunds within established limits

- Maintain strict adherence to security protocols for identifying members and Service Standards

15%      Product Recommendations:

- Recommend products and services that align with member needs, emphasizing relationship building.

15%      Goal Achievement:

- Meet or exceed assigned goals while adhering to established schedules; any changes must be approved by a Manager.

5%       Self-Improvement:

- Engage in continuous training to enhance service quality. Complete role-specific BSA compliance training as assigned through BVS by the specified deadlines.

- Perform all other duties as assigned.

 Performance Measurements:

 See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

 Knowledge and Skills:

 Experience: 1 to 3 years of related experience, such as:

- Customer service representative in a financial institution

- Call center support agent handling member inquiries

- Retail associate managing transactions and customer relations

- Technical support role assisting users with banking applications

Education: A high school diploma or GED is required.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

Other Skills:   

- Proficient in spreadsheets and word processing software; capable of using a PC and general office equipment.

- Excellent verbal and written communication skills.

- Strong problem-solving abilities and attention to detail.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit of long periods at a time, use hands to finger, handle, or feel, and to talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.