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Online Chat Representative

Company: Schools Financial
Location: Tustin
Posted on: June 6, 2021

Job Description:

Position Summary:

Serves the Membership through multiple contact channels (telephone, secured messaging or online chat) by providing World Class Personal Member Service on every contact, while completing transactions or providing information on Credit Union products and services. This position will also assist supervisors and teammembers with operational and technical support, maintaining high quality Member service and efficiency.

Essential Job Functions:

  • Serving the Membership in various areas of the credit union and is well versed on all products and services in order to provide expertise coverage over multiple contact queues.
  • Assists the department by completing projects and reports.
  • Provides suggestions for streamlining department and credit union operations.
  • Provides assistance on escalation queue, serving as a role model to all teammembers.
  • Subject matter expert of the website and self service delivery channels to assist Members in resolving their issue in their channel of choice.
  • Use well-developed and effective writing skills to clearly respond to Member's questions and reduce future unnecessary contacts.
  • Technical skills with the ability to learn new technology.
  • Must be flexible and possess the ability to adapt to a changing environment.
  • Assists the department with the training of new and existing teammembers and serves as a role model.
  • Works with minimal supervision, using intermediate problem solving skills and judgment.
  • Advocate for our Members and escalates issues as appropriate and/or solicit help as needed. Works with other departments to resolve and address Members concerns.
  • Delivers World Class Personal Member Service professionally and efficiently, while contributing to department goals on Quality Control and Contact Center service objectives.
  • Maintains confidentiality of credit union and Member records.
  • Performs various file maintenance including processing requests for a change of address, check orders, and ordering ATM cards, etc.
  • Informs Members of credit union promotions and/or new products and services.
  • Performs research on accounts, identifying and completing Member corrections, and following through to resolution.
  • Provides consultative services to Members regarding credit union products and services by assessing the Member's needs and addressing their concerns by gaining agreement.
  • Provides expertise support on multiple advanced queues, such as loans, retirement, and e- services queues.
  • Demonstrates empathy to our Member's needs on each and every Member interaction.
  • Monitors and engages in social media interactions with Members and non-Members.


High School Diploma or G.E.D required.


3 to 5 years of related experience required.

Credit union/financial institution experience preferred.

Keywords: Schools Financial, Tustin , Online Chat Representative, Other , Tustin, California

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