Contact Center Representative

The Freedom Federal Credit Union Difference

Freedom Federal Credit Union believes that a great member experience begins with a great employee experience. We value our employees not just for their talent, but also for the difference they make to our members and the Harford County and Baltimore County communities we serve. We strive to help our employees live up to their fullest potential, and, with that in mind, provide each of them with a healthy, safe, and positive, yet challenging, work environment. A positive work-life balance, personal growth, purposeful work, and recognition of accomplishments are an essential part of what we offer. We're looking for people to join our team, who share our vision and passion to make a positive financial impact on our members' lives. If you're ready to take the next step, join Freedom to truly make a difference.

• Starting rate for this role is $22/hour (rate is commensurate with experience).
• This position is eligible for a $500 sign-on bonus.
• This position is eligible for an incentive program of $25 per Guaranteed Asset Protection (GAP) policy or Mechanical Breakdown Protection (MBP) policy sold on vehicle loans.

Summary:

The Contact Center Representative I (CCR I) is responsible for providing outstanding member service through various communication channels, including phone, email, and online chat. This role involves addressing member inquiries, resolving issues, promoting credit union products and services, and ensuring a positive member experience.

Essential Duties & Responsibilities:

• Member Assistance:
  1. Handle inbound and outbound calls, emails, and chat inquiries from members regarding their accounts, transactions, and credit union services.
  2. Provide accurate information and guidance on credit union products, services, policies, and procedures.
  3. Assist members with online banking, mobile banking, and other digital services.
• Problem Resolution:
  1. Resolve member issues and complaints promptly, escalating complex issues to the appropriate department or supervisor when necessary.
  2. Follow up with members to ensure their issues are resolved and they are satisfied with the service provided.
• Sales and Referrals:
  1. Identify opportunities to cross-sell and promote credit union products and services that meet members' financial needs.
  2. Refer members to specialized departments (e.g., loans, mortgages, business banking, investments) for more detailed assistance.
  3. Achieve individual and team sales and referral targets.
• Account Management:
  1. Assist members with account-related requests, such as balance inquiries, fund transfers, and transaction histories.
  2. Process account updates, including address changes, account closures, and other maintenance tasks.
  3. Guide members through the process of applying for new accounts, loans, and credit cards.
• Compliance and Security:
  1. Adhere to all credit union policies, procedures, and regulatory requirements, including confidentiality and data protection standards.
  2. Verify member identities accurately to prevent fraud and unauthorized access.
  3. Report any suspicious activities or potential security breaches promptly.
• Technical Support:
  1. Assist members with technical issues related to online banking, mobile apps, and other digital services.
  2. Troubleshoot and resolve basic technical problems, escalating complex issues to technical support teams as needed.
  3. Provide guidance on the use and benefits of digital banking tools.
• Continuous Improvement:
  1. Participate in ongoing training and development programs to enhance product knowledge and service skills.
  2. Provide feedback to supervisors and management on member concerns, recurring issues, and potential improvements to processes and services.
  3. Stay updated on changes to credit union products, services, policies, and industry trends.

Knowledge, Skills, and Abilities

• Customer Service Orientation
• Communication Skills
• Problem-Solving Abilities
• Sales Skills
• Technical Proficiency
• Attention to Detail
• Time Management
• Team Collaboration

Qualifications

• High school diploma or equivalent; associate or bachelor's degree in finance, business, or a related field preferred
• Minimum of 1 year of experience in customer service or sales required, experience in banking or financial services environment preferred.
• Knowledge of credit union products, services, and regulatory requirements.
• Proven experience in sales and member service with a track record of achieving targets.
• Ability to work flexible hours, including evenings and weekends, as needed.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations, and explanations with members, direct and indirect reports, and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance.

COMPANY INFORMATION:

Freedom Federal Credit Union is a community-chartered federal credit union offering consumer financial services to those who live, work, volunteer, worship, attend school, or have family in Harford and Baltimore Counties. Additionally, Freedom offers a full line of banking services for all businesses, associations, and other organizations that are based in Harford and Baltimore Counties. To learn more, visit freedomfcu.org.

Freedom Federal Credit Union offers competitive compensation, and our benefit offerings include:

• Paid time off Accrual of 17 days in 1st year of employment
• 11 paid holidays with an extra floating holiday for your birthday
• Medical, Dental, and Vision coverage - Single and Family options available
• Supplementary Health Benefit offerings including Critical illness insurance, Accident Insurance, and Hospital Indemnity Plans
• Life and AD&D Insurance, Short-Term and Long-Term Disability Plans
• 401k Retirement Plan with employer match options after 1 year, potential for additional discretionary contribution from the organization each year
• Tuition Reimbursement options of up to $5,250 each year

Freedom Federal Credit Union conducts credit, bond, and background checks. All new hires must present evidence of authorization to work in the US. Freedom Federal Credit Union participates in the E-Verify program. Freedom Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected Military/Veteran status and will not be discriminated against based on disability.

If you are a disabled applicant and cannot apply online, please contact Freedom directly at HumanResources@freedomfcu.org for assistance.