Who is CDC Federal Credit Union?

CDC Federal Credit Union is proud of our 60+ years’ heritage and reputation built on a solid foundation in the communities we serve. But, we could not be the strong financial institution we are today without the commitment and dedication of our associates.

In order to attract, hire and retain the “best of the best,” we offer an IDEAL Corporate Culture, where associates are valued and respected, and have the opportunity for individual development through experience, achievement and learning. We work diligently to provide a rewarding, challenging and fun (yes, fun) work environment that individuals want to be a part of.

Our competitive salaries and attractive benefits package demonstrate our commitment and appreciation to our team members.

Who do we want for team members?

CDC Federal Credit Union wants team members who are energetic and passionate about providing exemplary service at all times and at all touch points. Being an exemplary service provider means team members are friendly, courteous, excellent listeners, good communicators, have a thirst for learning, always sharing knowledge, looking for better ways to serve our members, and building professional relationships with our members, one member at a time.

And because it’s important for us to give back to the communities we serve, we encourage associates to participate in charitable organizations, sponsorships and community initiatives through our “Because We Care” program.

WOW, how do I apply?

If you possess our core values of: Respect, Exemplary, Accountability, Leadership, Teamwork, Integrity and Excellent Service please look at our current opportunities below and apply today.

Positon Title: Member Service Representative

PURPOSE:  Handle incoming calls and assists members by determining the products, services, issues, or concerns that the member or potential member is calling about. If unable to resolve problem, find the appropriate team member who can assist them.  Contribute to the achievement of CDC Federal Credit Union’s Strategic Goals.

ESSENTIAL DUTIES & RESPONSIBILITIES
SALES & SERVICE

  • Provide exemplary service at all touch points exhibiting CDC FCU’s Core Values, and remembering  Members First; follow service standards
  • Build relationships by asking probing questions, providing customized solutions, and providing insights and education to  prospects and members; refer the right products and services
  • Immediately acknowledge members and associates; return phone calls and emails promptly
  • Exhibit a cooperative, positive attitude; treat others in a courteous and respectful manner
  • Actively participate in all retail meetings, sales promotions and rallies

OPERATIONAL

  • Open memberships; make every effort to retain memberships; request and review identity authentication and Chex information for all new accounts
  • Open and close accounts to include owner/signor additions and deletions; explain restrictions and disclose hew account information based on federal regulations
  • Ensure all member accounts belong to qualified sponsor groups
  • Take escalated calls; file member complaints
  • Consistently attain referral goals on monthly and annual basis
  • Process all types of member transaction requests; stop payments, wire transfer, check orders, etc.
  • Ensure guidelines are adhered to for ATM and debit card approval; order cards and process re-issues, and handle ATM debit card disputes and fraud forms
  • Initiate the beginning process of unauthorized/revoked ACH claims, check forgery claims and all disputes (cards, checks ACH, forgery, etc.); verify transactions and remove Fraud Blocks
  • Setup Internet Banking and e-statements; reset Internet Banking and PAL password
  • Provide rate information on all products offered by CDC FCU; resolve questions and issues promptly
  • Set up and order ancillary products for new account; respond to Deluxe check order alerts
  • Handle business, estate and trust accounts
  • Research and resolve HELOC and Debit card issues on Credit Console
  • Notarize documents and perform Medallion Signature Guarantees
  • Troubleshoot online bill pay and mobile banking issues and errors; open case with IT if issue cannot be resolved; process online messages, online form requests and cash advances by telephone

GROWTH & DEVELOPMENT

  • Work with Team Leader on special projects as assigned
  • Be open to improvement and performance feedback
  • Initiate continuous learning/development through internal/external sources; set goals for career growth
  • Cross-train in other job-related responsibilities within the retail area

PROFESSIONAL TEAM EFFORT

  • Be a team player; help others
  • Partner with other departments to solve member problems; share knowledge
  • Exhibit professionalism at all times
  • Participate in “Because We Care” Program
  • Respond to Georgia Credit Union Affiliates “Calls to Action”

MISCELLANEOUS

  • Understand, and adhere to all security guidelines, credit union policies/procedures, moral and ethical principles, and regulatory compliance requirements, i.e., Bank Secrecy Act, Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations.
  • Maintain confidentiality with regard to non-public information about our members and CDC FCU
  • Recommend process changes for service quality improvement
  • Support CDC FCU by using our products and services in order to be fully educated and have first-hand knowledge of our offerings
  • Handle all other duties as assigned

EDUCATION/KNOWLEDGE/SKILLS & ABILITIES

  • High School diploma; some college preferred
  • Previous contact center experience a plus
  • Excellent communication skills, both written and verbal
  • Strong member-service orientation; excellent listening skills – do not interrupt
  • Self-motivated
  • Able to make sound logical decisions
  • Computer proficiency; ability to learn/adapt to Contact Center technologies and operations
  • Detail oriented with strong organizational skills
  • Ability and flexibility to respond in a fast paced and changing environment
  • Sales experience in a similar capacity, preferably in a financial institution
  • Regular and predictable attendance
  • Maintain a professional appearance in accordance with CDC FCU’s dress code
  • Bondable and have no felony convictions
  • Physically capable of performing assigned responsibilities; reasonable accommodations may be made to enable individuals with disabilities to perform the essential function

This position description is intended to describe the general nature and level of work performed.  It is not to be construed as an exhaustive list of responsibilities.

 

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