Role: To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area. Provides convenient loan service, by telephone, for members and potential members.

Essential Functions & Responsibilities:
Assists members and potential members with their telephone requests including but not limited to: verifying account information, processing payments and stop payments, verifying deposits, transfer funds and answer questions about share accounts, share draft accounts, Visa cards, debit cards, troubleshoot for problems with on-line banking, etc. Research and resolve routine member questions and problems within established authority levels ; answers questions about products and services and resolves member issues that are within their authority to resolve; refers issues that are beyond their authority to their supervisor, along with their recommendations.
Answers loan questions, calculates payments, and takes loan applications on the phone from members and potential members.
Identifies cross-sell opportunities and cross-sells services to members.
Maintains member account information on computer system.
Performs other job related duties required or assigned.

Performance Measurements: 1.Provide informed, prompt, professional and accurate service and support to all members and associates by answering the telephone within defined response time.2.Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.3.Process member transactions with zero unresolved errors.4.Successfully recommend a relevant new product or service to all members during the course of telephone interaction.5.Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.6.Direct all telephone calls to the appropriate person with minimum transfers.

Knowledge and Skills: ExperienceOne year to three years of similar or related experience. Prior call center experience is preferred. Skilled in using Microsoft Outlook for sending and receiving email. Working knowledge of credit union products and services. Experience with financial operation systems strongly preferred. Basic reading, writing and intermediate math skills (capable of calculations involving decimals, percentages and fractions). Experience in keyboarding.EducationA high school education or GED.Interpersonal SkillsWork involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.Other SkillsGood listening and telephone skills; able to operate a 10-key calculator. Ability to operate a computer keyboard; able to proficiently utilize PC and Internet applications; able to make decisions with minimum information.Physical RequirementsMust be able to sit for long periods of time.Work EnvironmentThis Job Description is not a complete statement of all duties and responsibilities comprising the position.