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About the Role

This position is responsible for researching, resolving, and responding to a wide variety of member inquiries and requests through multiple communication channels (phone, email, chat). The role requires professionalism, service excellence, and sales skills to build and deepen member relationships. The employee will contribute to the introduction of tailored products and services that meet members' needs, while ensuring a high standard of service quality.

Responsibilities

Respond to and resolve member inquiries and issues across multiple channels, including phone, email, and chat.
Handle balances, transfers, and payments.
Assist with electronic banking enrollments.
Resolve password resets and account lockouts.
Troubleshoot bill pay issues.
Manage Courtesy Pay and check orders.
Address lost or stolen debit/credit cards, card PIN resets, and new/replacement card orders.
Add or remove travel notes and research card declines.
Process fee refunds within established limits.
Ensure compliance with security protocols and service standards to verify member identity and maintain confidentiality.
Recommend appropriate products and services based on member needs, fostering long-term relationships and delivering value.
Meet or exceed established performance goals related to service quality, member interactions, and response times.
Ensure any changes to schedules or goals are approved by a manager.
Participate in continuous professional development to improve service quality.
Complete role-specific BSA compliance training by specified deadlines.
Perform all other duties as assigned.

Requirements

A high school diploma or GED is required.
Proficiency in spreadsheets and word processing software, with the ability to use a PC and office equipment.
Strong verbal and written communication skills.
Excellent problem-solving skills, with a keen attention to detail.
Ability to multitask and prioritize in a fast-paced environment while maintaining high service standards.
Candidates will be subject to a background check to determine employment eligibility.
For roles that require an NMLS, candidates may be subject to a credit check.

Skills

Service excellence
Sales skills
Interpersonal skills: Courtesy, tact, and diplomacy
Ability to use a PC and office equipment

Location

Syracuse, NY

Work Type

Hybrid
Onsite (minimum five days on-site at headquarters following initial 90-day training period conducted onsite)

Experience Level

1 to 3 years of relevant experience

Education Level

High school diploma or GED

Salary/Compensations

$19.76 to $29.63 per hour

Benefits

Medical and Dental Insurance
401K with Employer Match
Holiday Pay
Paid Time Off

About the Company

Empower FCU Purpose: At every stage of life, positively impact members by providing affordable financial services.
Empower FCU Core Values: Fairness, Integrity & Honesty
Empower FCU Strategic Pillars: World-Class Employee Experience, Best-In-Class Member Experience, Growth for Impact, Shared Value in the Community.
A World-Class Employee Experience: We are at our best when we are developing genuine relationships, looking out for one another, freely and honestly sharing information, and working together. We succeed when we rise above our departments, roles, and individual interests to come together, to move forward together. Each of us plays a crucial role in creating a positive work environment and we encourage all our employees to actively contribute to embracing Empower’s values and supporting those around you.
Be Yourself, Belong with Empower: The strength of Empower is in the unique backgrounds, voices, talents, & experiences of each person. With a culture of belonging, we enable teamwork, spark innovation, and fuel success.

Equal Opportunity

Empower Federal Credit Union is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic including race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law.
Our Equal Employment Opportunity Policy Statement reaffirms our commitment.
Federal Labor Law Posters
New York Labor Law Poster
Employment Eligibility Notices
E-Verify
Right to Work
Empower Federal Credit Union is committed to equal opportunity to qualified persons without regard to basis of race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law.
Empower Federal Credit Union will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.
If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us through one of the methods listed below: a) Fax: 315.455.5423 b) US Mail: 1 Member Way Syracuse, NY 13212 c) Phone: 800.462.5000