Member Contact Center Representative I

Role:

This position is responsible for researching, resolving, and responding to a wide variety of member inquiries and requests through multiple communication channels (phone, email, chat). The role requires professionalism, service excellence, and sales skills to build and deepen member relationships. The employee will contribute to the introduction of tailored products and services that meet members' needs, while ensuring a high standard of service quality.

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 and resolve member inquiries and issues across multiple channels, including phone, email, and chat. Common tasks include:

- Handling balances, transfers, and payments

- Assisting with electronic banking enrollments

- Resolving password resets and account lockouts

- Troubleshooting bill pay issues

- Managing Courtesy Pay and check orders

- Addressing lost or stolen debit/credit cards, card PIN resets, and new/replacement card orders

- Adding or removing travel notes and researching card declines

- Processing fee refunds within established limits

Ensuring compliance with security protocols and service standards to verify member identity and maintain confidentiality

15%      Product Recommendations:

- Recommend appropriate products and services based on member needs, fostering long-term relationships and delivering value.

15%      Goal Achievement:

- Meet or exceed established performance goals related to service quality, member interactions, and response times.

- Ensure any changes to schedules or goals are approved by a manager.

5%       Other Duties:

- Participate in continuous professional development to improve service quality.

- Complete role-specific BSA compliance training by 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 relevant experience, including roles such as:

- Customer service representative in a financial institution

- Member support or service agent in a contact center environment

- Retail associate handling customer transactions and relationships

- Technical support role assisting with banking or financial 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:

- Proficiency in spreadsheets and word processing software, with the ability to use a PC and office equipment.

- Strong verbal and written communication skills.

- Excellent problem-solving skills, with a keen attention to detail.

- Ability to multitask and prioritize in a fast-paced environment while maintaining high service standards.

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.