Role: |
Research, resolve and respond to a wide variety of member issues and requests received electronically or by phone with a strong degree of professionalism, service and sales. Deepen member relationships through the introduction of products and services compatible with member need. |
Essential Functions & Responsibilities: |
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65% |
Respond to member questions and resolve critical issues received through a variety of communication channels.
Priority assignments are balances, transfers and payments, electronic banking enrollments, password resets and lockouts, bill pay issues and technical troubleshooting, Courtesy Pay and check orders. Lost/stolen debit/credit cards, debit/credit card pin resets, new/replacement card ordering, travel notes, pin resets and researching card declines.
Process fee refunds according to established limits.
Maintain strict adherence to security protocols for identifying members, Empowers Service Standards and those of the Call Center Department.
Provide outstanding member service with every member interaction.
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15% |
Recommend products and convenience services that fit member need with an emphasis on building relationships. |
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15% |
Meet or exceed assigned goals. Maintain adherence to established schedules; changes to be approved by a Manager. |
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5% |
Take responsibility for self-improvement by continuous and constant training in order to provide the highest level service possible.
“Empower has identified and established role specific BSA compliance course training that will be assigned by role requirements through BVS and must be completed by the deadline specified.”
Perform all other duties as assigned.
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Performance Measurements: |
1. |
See Dayforce for Performance Goals |
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Knowledge and Skills: |
Experience |
One year to three years of similar or related experience. |
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Education |
A high school education or GED. |
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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. |
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Other Skills |
1. Must have a working knowledge of spreadsheets and word processing software; must be able to use a PC and all types of general office equipment.
2. Must possess excellent verbal and written communication skills. |
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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. |
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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. |
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This Job Description is not a complete statement of all duties and responsibilities comprising the position. |
