This job was posted by : For more information, please see: role is dedicated to serving AFCU members as part of the Member Contact Center, through the Electronic Services (E-Services) channel, encompassing business conducted over telephone, email, or internet. This role is committed to delivering exceptional, efficient, and friendly service to members, while complying with corporate policies and standards.The job entails providing information, recommendations, and solutions through e-service communication channels. Beyond basic system knowledge and general member assistance, Contact Center Representative IIIs possess deeper insights across all areas of the credit union and are recognized as having expertise in at least two domains. As Subject Matter Experts, MES IIIs are an internal resource in these areas for colleagues that are seeking guidance or support. Additionally, SMEs may support special projects coordinated with their Leads and the Member Experience Manager.Responsibilities:Primary point of entry for most incoming telephone inquiries at Atlantic FCU. As Contact Center Representative IIIs, individuals are expected to possess comprehensive product knowledge to efficiently address most calls received by the Contact Center. Responsibilities include executing transactions, managing balance inquiries, resolving member concerns, processing operational requests, maintaining debit cards, assisting in the identification and elevation of fraud and fraud trends, promoting products and services, and adeptly resolving complex account issues. All tasks must be performed with a high level of courtesy, efficiency, and accuracy.Requires in-depth knowledge of primary E-Service channels and related support programs. The Contact Center Representative III will serve as an \"active SME (Subject Matter Expert)\" in a specific interdepartmental focus that is also in alignment with their personal developmental path. Active SMEs will attend regular meetings with operational specialists. Additionally, the MES III will be recognized as a \"tenured SME\" in a secondary subject but will not attend regular meetings with the corresponding department. Required to possess knowledge beyond Tier I, the Contact Center Representative III will be a key resource for their team with regard to their SME fields. They may also assist with training new hires, hosting shadow requests, or working on special projects in their areas of expertise. Both active and tenured SMEs are not expected to have a level of knowledge, access, or training in their SME fields as specialized interdepartmental peers.Atlantic is an Equal Opportunity EmployerRequirements::: {bind="html: Job.Requirements"} - It is our preference that you have one to three years of experience. - Prior experience within financial institutions (Banks/Credit Unions). - Excellent verbal and writing skills required. - Proficiency in computer software and online platforms is essential. Navigating complex member inquiries and working autonomously are crucial for success. - Genuine interest and understanding of our products and services, along with a commitment to daily use, ensure member satisfaction. Each day is an opportunity to make a positive impact and help our members. - Note that occasional Saturday commitments may be required. :::