Location: State College,PA, USA
Members Achieve More isn't just a tagline for us, it's part of everything we do! We're looking for passionate individuals to join our team to help us maintain that focus every day. Want to work somewhere that's remained strong for 90 years, that encourages you to learn, grow, and pursue your dreams? If yes, then read on...
To provide superior member service in the skill sets pertaining to Card Services. This would include but not limited to handing lost or stolen cards, disputed card and ATM transactions and advanced VISA credit card and debit card maintenance as well as determining eligibility for additional products and services, changes in VISA interest rates and fee forgiveness. Additionally, the Service Advisor will be the first point of reference for the Transaction Services Contact Center Agents and utilize a more evaluative and investigative decision-making process in assisting members with their accounts. Using advanced knowledge of products and services, excellent member service skills, and higher decision-making authority, the Service Advisor will educate members on the responsible use of products and services as a means to broaden self- service relationships and to achieve greater profitability and competitive advantage.
Schedule: Monday - Friday 8:00am-4:00pm with 3rd rotating Saturday. 20% onsite or as needed.
In this position, you will
* Member Service Handling:
* Educating members on PSECU digital first model.
* Cross-serving products and services to enhance the member experience.
* Complete monetary and non-monetary maintenance and transactions on member accounts.
* Card Maintenance.
* Member Escalations and Agent Assistance:
* First point of member escalation.
* Assisting and educating MSR1s with member inquiries.
* Providing security overrides.
* Technical Skills and Tools:
* Utilizing online information resources and software tools.
* Following security protocols for member authentication.
* Conducting member transactions using appropriate systems.
* Performance Improvement and Training:
* Continual knowledge enhancement through feedback, coaching and training.
* Assisting in training new products and services.
* Back-Office Support:
* Performing various back-office functions as needed.
* Providing backup support for other skills within the contact center.
* Providing backup support for other skills within the contact center
* Cross-train in other specialty areas as needed.
Other duties as assigned.
Qualifications: Required & Prefer
GED, High School
Reasonable accommodation may be made to enable a qualified individual with a disability or disabilities to perform the essential duties and responsibilities of the job.
Physical Demands and Sensory Abilities:
Repetitive movement of hands and fingers (e.g. typing, writing).
Lifting and carrying containers weighing as much as 20-30 pounds (e.g. to/from building and vehicle to a storage area).
Sitting for long periods of time (e.g. at a desk, in meetings).
Ability to reach above, at, and below the waist.
Ability to reach above, at, and below shoulder level.
Occasional bending, kneeling, stooping and/or squatting.
Visual acuity.
Auditory acuity.
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