Description

Job Title: Call Center Video Banking Specialist 

Department: Call Center

Reports To: Call Center Manager

FLSA Status: Non-Exempt

Prepared Date: February 9, 2024

Grade: 8 ($20.57-$25.72-$30.86)

Location: Onsite- 350 Salem Turnpike

SUMMARY 

Under the supervision of the Call Center Manager, and in compliance with established policies and procedures, the Call Center Video Banking Specialist performs a variety of call center related functions, such as assisting members and potential members with their telephone and video banking requests, responding to account related or service problems and directing phone calls to the appropriate area. The Call Center Video Banking Specialist is also responsible for upselling and cross-selling additional products and services to members and potential members. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

1. Assists members and potential members with their telephone and video banking requests.
2. Engages with members and provides high level member service via video interaction. 
3. Responsible for development of member relationships by cross-selling and identifying financial goals relevant to the individual member needs.
4. Displays confidence, professionalism and friendliness while communicating in a virtual environment. 
5. Adheres to schedule for video banking and telephone requests. 
6. Answers questions about products and services the Credit Union offers while also resolving problems.
7. Identifies cross-sell opportunities and cross-sells products and services to members through inbound and outbound calls.
8. Responsible for meeting sales goals and expanding the member relationship.
9. Process, post and balance daily mailed loan payments / deposits. 
10. Monitor and respond to iBanking, chat, and text messaging inquiries.
11. Prepare e-sign packages and assist members in the proper completion and electronic signing of documents.
12. Accept incoming calls for loan information. Explains a variety of lending options and products to members in a professional and courteous manner.
13. Process online loan applications.
14. Obtain and analyze credit bureau reports, verify information, calculate debt ratios and submit loan applications in the Credit Union’s Loanwriter software.
15. Educate members on iBanking and ePayment services. 
16. Performs other related duties upon request.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

EDUCATION and/or EXPERIENCE 

• High school diploma or equivalent.
• One year related customer service experience, using multiple applications and dual monitors.
• One year Call Center experience and/or training preferred. 
• Multi-tasking (type and talk at the same time while navigating through multiple screens); proven success working in a fast-paced and structured environment.
• Intermediate knowledge of various technical platforms including Microsoft office (excel, word etc.) with a basic knowledge of Microsoft windows.
• Ability to work well on teams and independently while keeping internal and external service top of mind.
• Ability to interpret a variety of instructions furnished in written, oral or schedule form.
• Excellent communication skills.
• Possess a strong sales and service mentality, desire to succeed, and good organizational/interpersonal skills with a strong member focus.

PHYSICAL DEMANDS 

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to high.