Member Service Representative (Call Center)

Consumer Loan 9/29 100% Onsite until released to hybrid schedule: Nesting 10/28- 11/10

Training hours: 3:00pm – 11:30pm

Normal shifts available after training: Sun – Fri OR Mon – Sat FLEX: 3:00pm –12:30am | 3:30pm – 1:00am | 4:00pm – 1:30am

Scope

• This position involves taking back-to-back inbound calls, sitting at a desk, working on a computer, navigating two monitors and several programs to assist members with checking & saving account requests.
• Company is looking for individuals who are dependable and committed to quickly resolving needs while providing excellent service to company account holders.

Once hybrid:

• Cannot use satellite, hot spots, wireless point to point, extenders, WiFi, or pay-per-data services. The equipment will not function consistently or with sufficient quality on these services/methods.
• Minimum of 50 mbps download speed and 25 mbps upload speed
• Ethernet connection is required
• Ability to setup and install workstation equipment within 8-12 feet of modem/router. Workstation must be plugged directly into router with the cables provided by the company. Two ports are needed for one workstation setup.
  • Do not attempt to use a longer cable --- equipment will not work satisfactorily. Internet service providers will install additional hard-wired connections in desired locations upon request; any associated expense is not provided or reimbursed by the client.
  • Your desk must have adequate space for two monitors, a phone, keyboard and mouse.
  • Workspace must be free of distractions. (family members, children, barking dogs, TV etc.)
  • Previously established/installed high-speed internet connection (non-satellite) which is not public or shared; client will not provide it or reimburse for it.

Training:

• Training is M-F, 3PM-11:30PM EST (Training duration is 15 working days consisting of 10-11 days of trainer led instruction and OJT plus 5 working days of field exercises on the phone) Classes are Mon-Fri
• The days and times of your skill training and your permanent schedule are going to be different.
• Immediately after completion of training, trainees will go through 10 working days of nesting. During nesting, you will be taking calls, have one hour debriefs and receive extra procedural guidance. you will work the training schedule during nesting. After nesting, you will work your assigned shift and schedule (Mon-Sat or Sun-Fri) must meet teleworking guidelines including satisfactory performance & attendance.
• Approximately 10 business days after nesting, you will attend 12-15 days of bridge training where you will learn the rest of your skill. The scheduled time of this training will be different from your regular shift. Successful completion of bridge training is required to be considered for conversion to a full time employee.

Normal shift after training:

• The current regular shifts available after training would be a Mon-Sat OR Sun-Fri Flex schedule with a start times between 3:30pm-7:00pm EST (Candidates must be open to working the weekend (Saturdays or Sundays)

Description:

• Ensure account and member security by identifying red flags and safeguarding member assets and account information.
• Provide account information and perform basic account transactions.
• Route members to the appropriate departments.
• Provide account balances and review transactions on member and business accounts.
• Transfer funds on member and business accounts, to other members or financial institutions.
• Open new accounts and educate members or potential members on products and services that best meet their needs.
• Enroll members in online and mobile banking and provide features, benefits and general guidance related to these services.
• Order debit cards for new and existing members
• Debit Card research related to transactions on members’ debit cards, limit increases
• Handle lost, stolen or misplaced debit card queries.
• Submit disputes for unauthorized electronic checks.
• Releasing Direct Deposits
• Perform complex account transactions such as account shutdown and stop payments on checks, etc.

Qualifications (Required):

• High School Diploma or equivalent.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers, and strong typing skills.
• Ability to ask prying questions and diffuse tense situations when needed.
• Strong time management and decision-making skills.
• Adaptability and accountability.

Shifts:

• Representatives will get their schedule 2 weeks ahead of time and will only be scheduled 5 days a week but must be flexible.

Pay: $19.50

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