Call Center Representative
Summary: Answering the phones and member services, with some floating to other positions as needed. This position will serve as a liaison between the member and the credit union. Responsible for providing account information and professionally handling members’ daily credit union needs. Will provide a variety of transaction services to members.
Confidentiality: Ability to maintain confidentiality.
Professional Appearance: Able to dress appropriately & professionally for the position.
Punctuality & Attendance: Able to arrive at and remain on the job as the position requires.
Team-Oriented Worker: Ability to get along with other people. Able to keep an open mind while taking into consideration the opinions of others, ability to effectively communicate with coworkers and work as a team player.
Innovativeness: Ability to help develop new ideas and ways to improve own area of responsibility.
Self-Improvement: Ability to quickly learn new skills and information that will help service the needs of the position more effectively.
Accuracy & Volume of work: Able to develop procedures that effectively address the duties and responsibilities listed below.
Specific Requirements
1. Ability to manage multiple tasks simultaneously.
2. Ability to effectively communicate in writing and orally.
3. Ability to keep Supervisor informed in a timely manner.
4. Ability to track and provide a status of all projects to Supervisor.
Essential Functions Include but are not limited to:
• Represent the credit union to members in a courteous and professional manner and provide prompt, efficient and accurate service in the processing of transactions.
• Perform routine transactions via phone, Internet banking, Live Chat or texting, including but not limited to opening accounts, issuing temporary checks and ATM cards, withdrawals, loan payments, and transfers.
• Provide in person, by internet, and by telephone, general and specific service-related information concerning credit union products, services and policies.
• Respond to members’ requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.
• Service existing accounts.
• Provide members with all necessary information for membership; conduct an overview of credit union services and programs with each new credit union member.
• Handle requests from members for transfers of shares to loan payments, share
withdrawals, check requests, line of credit advances and any other request received from members.
• Cross selling appropriate products and services that fulfill the needs of our members.
• Research accounts for deposit, withdrawal and loan payment discrepancies.
• Research and resolve member account problems and assist members in balancing their accounts as needed.
• Assist members with the proper completion of payroll deduction and direct deposit forms.
• Issue credit union checks as needed.
• Sort and file member information as needed.
• Open mail in dual custody and distribute.
• Open and process ATM deposits from Loomis in dual custody.
Work Environment: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Primarily in-door office work with quiet to moderate noise level.
• Occasional work outside the office.
• Occasional out-of-town and overnight travel required.
• Occasional evening and weekend schedules required.
Physical demands
• Occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close vision.
• Regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• Frequently required to reach with hands and arms.
• Occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.
Acknowledgment
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
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