Service Agent

About BrightStar

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded in 1946 as a community-based credit union focusing on educators, we expanded to serve 23 counties across Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to creating a diverse and inclusive work environment where everyone has a chance to succeed and a sense of belonging. Our work environment is fun, fast-paced, and service-oriented.

What we offer:

• Medical, Dental, and Vision
• 401K Plan with Matching
• Tuition Reimbursement Program
• Supplemental Benefits
• Engagement Area
• Wellness Studio & Gym
• Company Paid Life Insurance
• Health Savings Account with Company Contributions

About the Posting:

The position's primary purpose is to assist the members of our growing community in meeting their financial needs and goals by offering them superior products and services. This is done by providing outstanding service to both internal and external members. A Service Agent's primary role is to accept and process telephone and online requests, explain benefits, resolve problems, sell and direct calls/requests to the appropriate area, and perform non-phone duties within specified time frames as assigned.

Essential Functions & Responsibilities:

• Actively seek ways to wow and impress members with excellent service; live BrightStar Credit Union's Service Mission and Service Promises.
• Engage in conversation and offer a solution when a need is discovered. The answer might be a loan or one of our products. By engaging in exchange, you will be helping our members and potential members meet their needs and assist with meeting our Credit Unions sales goals.
• Respond to inquiries and requests for information, including account information, basic IRA questions, loan questions, and more. Resolve member problems.
• Complete loan applications by interviewing the member/ loan applications.
• Perform transactions for members, including deposits, withdrawals, transfers, payments, and more.
• Assist members while navigating our home banking systems, i.e., online banking & Call 24 (touch-tone telephone).
• Report significant events and issues to the Team Lead(s) or manager for further review and action.
• Transfer and open accounts to withdrawals, deposits, immigration letters, loan status and payments, cashiers checks, etc.
• Performs other related duties as assigned.
• Maintain knowledge with B.S.A. Compliance training.

Below is a breakdown of overall responsibilities:

Actively seek ways to wow and impress members with excellent service; live BrightStar Credit Union's Service Mission and Service Promises.	30%
Engage in conversation and offer a solution when a need is discovered. The answer might be a loan or one of our products. By engaging in exchange, you will be helping our members and potential members meet their needs and assist with meeting our Credit Unions sales goals.	25%
Respond to inquiries and requests for information, including account information, basic IRA questions, loan questions, and more. Resolve member problems.	20%
Perform transactions for members, including deposits, withdrawals, transfers, payments, and more.	15%
Assist members while navigating our home banking systems, i.e., online banking & Call 24 (touch-tone telephone).	5%
Other Duties as Assigned	5%

Performance Measurements:

• Provide excellent service to members every time, live our service promises, "WOW" members with exceptional service, and achieve service goals as measured by quality loop surveys, member shopper surveys, call monitoring, the internal service survey, and other measurement tools.
• Achieve sales and referral goals measured by Connections and other tracking tools.
• Achieve productivity goals and call center metrics measured by reports and other tools. Perform duties accurately and promptly.
• Resolve member problems and disputes; make decisions in the best interest of members and the Credit Union; act as a liaison between CU support areas and members for research, card ordering, Online BillPay transactions, and other issues.
• Be an expert on the Credit Unions products and services and be able to explain them well to members;
  By engaging in conversation, the ability to listen and offer products to our members is required.
• Know and apply MSC and Credit Union standards for professionalism, dress, punctuality, absence, and other criteria in the Employee Handbook; know and use CU policies & procedures to ensure compliance with all applicable regulations.
• Keep personal member information private and confidential by our policies; maintain account data integrity.
• Report significant events and issues to your team leader(s) and manager for further review and action; perform other related duties as assigned.
• Able to perform banking transactions such as:
  • Immigration Letters. Loan status, payments, cashier's checks, etc.
  • Transfer and open accounts to schedule withdrawals, deposits, etc.

Knowledge and Skills:

• Experience: Customer Service experience is required; credit union or other financial institution
• Education: Equivalent to a High School Education.

Interpersonal Skills:

• Courtesy, tact, diplomacy, and the ability to provide excellent service are essential elements of the job. Empathy, the ability to understand member needs, the ability to listen, and the ability to sell are required. Work involves personal contact with others inside and outside the organization regarding giving or obtaining information, which requires adequate and clear verbal communication.

Other Skills:

• Excellent telephone skills, including vocal presentation; excellent written communication skills.
• Ability to thrive and be motivated in a goal-oriented environment
• Ability to make decisions that are in the best interest of members and the Credit Union
• Ability to work quickly and accurately and handle various duties in a fast-paced environment.
• Ability to operate a personal computer, including a keyboard, mouse, internet browsers, and other software; ability to sit for long hours.
• Good analytical & organizational skills; detail-oriented

Competencies:

• Communication
• Decision Making/Judgement
• Customer Service
• Job Knowledge
• Initiative

Compliance:

Employees must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department.

• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.

Physical Requirements:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee may occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities this job requires include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace