About this role
The Contact Center FSR assists AMOCO in achieving its mission of “serving the financial needs of our members” by providing excellent member service and maintaining strong professional relationships via phone, email, text, chat, video banking, and ITM. The primary responsibilities of the Contact Center FSR involve identifying members' financial needs, recommending appropriate solutions, monitoring Contact Center channels, and ensuring timely and effective responses while maintaining a high level of service.
Our Culture
AMOCO Federal Credit Union is 85+ years strong and recognized as one of the largest credit unions in the Houston/Galveston area. Our culture is driven by staff who exemplify the cooperative spirit of people helping people. By listening and understanding the needs of our membership, we aim to become their trusted financial institution. The goal with every interaction is to create member loyalty and to serve and satisfy the financial needs of our members and employees at every touch point in the member service chain. To achieve that, we focus on hiring for talent and the right fit for our culture.
Work Perks
We offer the following exceptional benefits
- Health Benefits including medical, dental, and vision for employees
- Tuition reimbursement
- On the job training
- 401(k) match
- Annual Bonus Incentive
- Paid Company Annual Holidays
- Paid time off
- Frequent employee appreciation and recognition events
Essential Functions and Duties
50% Proficient in handling new member applications and hosting loan interviews for those received through online banking applications to include: review of supporting documentation, communication with potential and new members, review of recommendations to open/ deny the new membership application, and processing of the new account within account opening software, helping member with direct deposit set-up, etc. and familiar with our lending solutions while hosting a thorough loan interview.
20% Handles quick service member requests (or routes to appropriate party) that come through one or more of the following channels: video banking web/ mobile/ kiosk, video teller at ITM, phone calls, texts, email, message center, or chat. Quick service member requests may encompass any of the following (not an exhaustive list): account-related questions, balance and transfer inquiries, address change, wires, stop payments, dispute and fraud-related scenarios, online banking password resets, external transfer accounts, and set-up, mobile deposit check review and acceptance, loan maintenance questions and procedures, direct deposit inquiries, change of deposit product, etc. Analyzes member needs and provides appropriate recommendations.
20% Stays current with required and assigned training for department and organizational knowledge.
10% Assists with Contact Center follow-ups assigned by management based on business needs. Reports technical challenges or potential risks to management and appropriate parties as necessary. Other duties as assigned.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Commitment to provide excellent customer service while using Member Service & Loyalty Skills: Focus on Member, Maintain/Enhance Self-Esteem, Listen, Maintain Personal Responsibility, Manage Complaints and Resolve Problems.