Job Description

• Assist with a broad range of questions and issues with a high degree of accuracy, efficiency, courtesy, confidentiality, and professionalism -- resulting in an organizational culture that provides value-added services that meets and exceeds the expectations of our members.
• Adhere to and maintain all expectations laid out within the Contact Center Specialist Job Expectation Worksheet.
• Provide ECU members with product and service information to meet their needs & promote usage of other ECU services as appropriate.
• Adhere to Service Excellence Expectations in dealing with members and staff. Communicate and respond to inquiries, issues, voicemails, and emails to maintain a positive relationship.
• Maintain thorough knowledge of ECU products and services, as well as related guidelines and procedures.
• Serve as a role model for co-workers -- professionalism, attitude, reliability, etc.
• Make quick decisions in adherence to procedures while using good judgement.
• Proficiency in systems related to providing service (i.e., Fiserv DNA, Instant Open, Clean Entry, Dealer Track, DocuSign, NCR, Visa DPS, Harland, IS Research, Nautilus, CUBUS, Velocity, Meridian Link, Lexis Nexis, Repay, Vertifi, JD Power, Fed Reserve, WireXchange.
• Perform more complex member service transactions and inquiries, including but not limited to:
  • Account Maintenance: For adding beneficiaries and joint owners, complete all pertinent information for the account information update form.
  • Credit Card Balance Transfers
  • Card Services Plastic Card Block / Reorder Form
  • Card Services Travel Memo Form
  • ACH Loan Payment Telephone Request: Gather pertinent information from member, review disclosure information, and submit payment.
  • Closing Accounts: Close member accounts as well as lines of credit. This includes DocuSigning for appropriate signatures and performing all account maintenance following the closure.
  • Certificate of Deposits (New, Maintenance, and Close): Open, close and perform maintenance of certificates of deposit.
  • Wire Transfer: Complete applicable forms and perform system transactions.
  • Mobile Deposit: Complete deposit increase forms.
  • Harland: Checking ordering through DNA. Research check orders, place check orders, and change information and details on checks.
  • Overdraft Protection/Overdraft Protection Plus: Adding ODP, complete the subsequent form via DocuSign. Once returned by the member, add ODP to the members account in DNA. Adding ODPP complete the overdraft protection plus opt in form and once the member qualifies the ODPP will be turned on. Also, research the account to determine what is available and when it will be available after going from negative to a positive balance.
  • Address Change: Walk member through online banking or utilize Lexis Nexis to verify and update address.
  • Loan Decision: Review information within ECU's consumer loan origination system to determine if decisions can be given verbally or the member needs to be transferred to the assigned loan officer.
  • Calculating Loan Payments: Utilizing provided calculator, determine estimated loan payments for members inquiring about loan products.
  • Electronic Signatures: Depending on request, send documents to member for signature through ECU's electronic signature capture solution. This could include: Member service documents, autopay, stop payments, written statements, automatic credit authorization, certificate of deposit, affidavit of forgery, etc.
  • Total Loss: Completion of Total Loss Notification after notification from borrower or insurance.
  • Title Release: Submit requests for release of title for collateral.
  • Payment Change Request: Determine if loan meets criteria for a payment change and complete applicable form for submission.
  • Payoff Request: Provide loan payoff amounts via phone, mail, email, and DocuSign.
  • Skip-A-Pays: Determine eligibility for loan Skip-A-Pays and complete necessary steps to complete the process.

Qualifications
Contact Center Specialist