Member Engagement Center Service Representative

Radi Fi Credit Union (formerly Jax Federal Credit Union) is seeking a Member Engagement Center Service Representative to join our full‑service engagement center. The primary role is to be the main point of contact for a wide array of service‑related needs and redirecting calls. Duties include teller transactions, member services, phone call answering, digital banking support, bill‑pay assistance, and identification of product or service referrals.

Debit‑card fraud and fraud responses are covered as well.

Major

Duties and Responsibilities:

• Handle member inquiries, general questions, and complaints with utmost courtesy and professionalism to resolve issues on first call. Utilize resources efficiently to answer account questions, perform transactions, redirect calls, and act as a resource hub on product and service queries. Multi‑task clerical duties such as faxing, photocopying, scanning, and general clerical work as assigned.
• Open new sub‑accounts, prep, and process account paperwork and card material. Handle tier‑two or higher member issues on debit‑card disputes or fraud.
• Identify sales or service prospects to refer to the Engagement Center sales or Investment Services units.
• Collaborate with other sections as needed and execute other variants of assignments.
• Respond to digital contacts such as chats, emails, online‑bank inquiries, phone calls, bill‑pay questions, and internal digital‑service calls.
• Attend scheduled meetings and training sessions.
• Undertake other job tasks as required.

ADA Requirements

Regular sitting and speaking; occasional standing, walking and reaching with arms; occasional lifting 25lb. Vision for close, far, colour, peripheral, depth and focus/adjustments are required.

Operate independently or with minimal guidance and work efficiently alone or within a team. Follow written and spoken instructions. Release inclear and brief articulation. Handle people from varying backgrounds at different organisational levels with the highest degree of service and tact. Work under pressure for deadlines, accuracy or speed. Multi‑task and adapt to shifting priorities. Keep confidential internal and external matters discreet.

Work Environment

Medium noise level.

Acknowledgement

Position does not restrict management’s assignment or re‑assignment duties at any time.

Reasonable accommodation may be provided to enable people with disabilities to perform essential duties. This description is not a labour‑contract and should not be deemed a guaranteed employment period however this is a written summary of duties.

We are an Equal Opportunity Employer and do not discriminate on race, colour, religion, sex/gender, national origin, disability, age, or any other law‑protected category. This description does not contain a compulsive claim for all duties and responsibilities.

Knowledge & Skills

Experience

Minimum six (6) months of customer service or prior call‑center experience. Preference for financial service experience.

Education

A high‑school diploma or GED.

Interpersonal Skills

Contact external persons beyond immediate associates for routine data exchange. Service to public (members or vendors) requires normal courtesy providing aid, in error.

Other Skills

Good listening, phone etiquette, client‑service, computer‑typing, PC/technology sense, meticulous detail, and sound judgment.