Call Center Rep I

Call Center Rep I Department: Digital Experience Department Reports To: Digital Experience Manager Position Type: Hourly, Non-Management Role: To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area. Essential Duties Include: Provide members with a variety of information over the phone. This may include assisting with balance inquiries, transfers, online banking password reset requests, Zelle, BillPay, and miscellaneous online banking needs. Provide debit card support via phone calls (limit increases, travel exceptions, card troubleshooting, etc.) Process stop payments as requested by members. File paperwork related to daily duties and member needs. Process card and ACH payments for loans received via phone calls. Provide ten day loan payoff to members as requested. Utilize Docusign to obtain fraud paperwork from members. Work with fraud processor to complete the fraud process. Work member-initiated cases for online banking and BillPay and check emails generated by the “Contact Us” link on our website. Make follow up fraud verification phone calls for unresolved fraud cases. Monthly elimination reports for online banking and BillPay. Research and provide balances and statements on member’s accounts as needed. Perform other duties as assigned.