Role:

Answers incoming calls and assists members with financial inquiries and transactions.

Essential Functions & Responsibilities include but are not limited to:

• Answers member calls daily with emphasis on exceptional member service and accuracy of data input.
• Listens effectively to member requests and offers support to meet member’s needs appropriately and in a timely manner. Identifies opportunities to offer other credit union products and services.
• Maintains working knowledge of regulatory compliance related to member services and financial services area to include (but not limited to): BSA reporting requirements, OFAC, USA Patriot ACT, Red Flags, Regulation CC, Regulation D, Regulation E, Truth in Savings, Truth in Lending, Privacy, etc.
• Manages challenging situations efficiently, promptly, and professionally.
• Other job duties as assigned

Position Requirements:

• Minimum one year of call center experience preferred.
• Minimum one-year financial institution experience preferred.
• A high school education or GED required.
• Ability to analyze data for equitable resolutions.
• Proficient with problem solving and critical thinking skills.
• Ability to work on-site at designated location.
• Ability to communicate with courtesy, tact, and diplomacy and model exemplary member service.
• Proficiency in Microsoft Office software applications.
• Must be bondable

Ergonomic Considerations:

• Must be able to sit for extended periods of time (6 to 7 hours per day).
• Must be able to use telephone equipment and accessories, view a computer screen, use a keyboard to enter information, and manipulate a mouse.
• Job includes some repetitive hand/wrist motions.
• Ability to operate office machinery.
• Ability to lift up to 25 pounds.

This job description is not a comprehensive list of all activities, duties, and responsibilities of the position. Such requirements may be expanded or otherwise changed at any time as indicated by the operational needs of the credit union. Employees may also be required to assist colleagues with their job responsibilities from time to time.