About Company
Baldwin County Federal Credit Union (BCFCU) has been a trusted financial partner to the communities of Baldwin County, Alabama, for decades. Founded on the principle of ‘people helping people,’ we are dedicated to providing exceptional financial services and fostering the economic well-being of our members. At BCFCU, we believe in building lasting relationships through integrity, respect, and a commitment to service excellence. We pride ourselves on creating a supportive work environment where employees are valued, encouraged to grow, and empowered to make a real difference in the lives of our members.
Job Description
Are you passionate about delivering outstanding customer service from the comfort of your home? Baldwin County Federal Credit Union is seeking a dedicated and enthusiastic Customer Experience Agent to join our remote contact team. In this pivotal role, you will be the first point of contact for our valued members, providing comprehensive support and ensuring every interaction is positive and productive. This is an exciting opportunity to contribute to a community-focused financial institution while enjoying the flexibility and autonomy of remote work.
As a Remote Customer Experience Agent, you will handle a wide range of inquiries via phone, email, and chat, assisting members with account management, transaction inquiries, loan applications, online banking support, and general financial questions. You will be responsible for resolving issues efficiently and accurately, always striving to exceed member expectations. We are looking for someone who is not only a fantastic communicator but also a proactive problem-solver with a genuine desire to help others. You will embody BCFCU’s commitment to service, professionalism, and community values in every interaction. Success in this role requires strong organizational skills, self-motivation, and the ability to thrive in a remote work environment, maintaining a high level of productivity and professionalism. We provide comprehensive training and ongoing support to ensure you have all the tools necessary to succeed and grow within our organization. Join us and become an essential part of a team dedicated to making a positive impact! We are looking for individuals who are resourceful, adaptable, and genuinely enjoy connecting with people to solve their financial needs.
Key Responsibilities
- Serve as the primary remote contact for members, addressing inquiries and resolving issues via phone, email, and chat.
- Provide accurate information regarding BCFCU products, services, and policies, including accounts, loans, and digital banking.
- Process member transactions, assist with account maintenance, and guide members through online self-service options.
- Identify member needs and cross-sell relevant credit union products and services to enhance their financial well-being.
- Document all member interactions thoroughly and accurately in the credit union's CRM system.
- Maintain a high level of confidentiality and adhere to all regulatory compliance requirements, including NCUA regulations.
- Collaborate effectively with team members and other departments to ensure seamless member service.
- Participate in ongoing training and professional development to stay current with credit union offerings and industry best practices.
Required Skills
- Excellent verbal and written communication skills with a professional and empathetic demeanor.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in navigating multiple computer systems and applications simultaneously.
- Ability to work independently and maintain high productivity in a remote work environment.
- Exceptional organizational skills and attention to detail.
- High school diploma or equivalent.
- Reliable high-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Previous experience in a customer service role, preferably in a call center or remote setting.
- Familiarity with financial services, banking, or credit union operations.
- Associate’s degree or some college coursework.
- Experience with CRM software and virtual communication tools.
Perks & Benefits
- Competitive hourly wage with opportunities for growth.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off (PTO) and paid holidays.
- Professional development and training opportunities.
- The flexibility and convenience of working from home.
- Employee assistance program (EAP).
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience and skills.