Description

Job Function: To serve as a single point of contact for members on the telephone. To

effectively determine and respond to members’ needs—identifying, and closing, cross-sell opportunities which go “above and beyond” in meeting member needs. Provide exemplary service to members. To initiate loan applications for members over the telephone and process as applicable. Assist members by providing account information, performing file maintenance; opening, balancing, and closing of accounts; transferring funds or other related transactions.

Duties and Responsibilities:

§ Represent the credit union to members in a courteous and professional manner—with a “can-do” attitude, and provide prompt, efficient and accurate service in the processing of transactions.

§ Perform routine transactions, including but not limited to opening accounts, processing check and ATM/Debit card orders, setting up and assisting Home Banking/Bill Payment services for members, assisting members interested in Investment/Brokerage services, issuing temporary checks, processing deposits, withdrawals, loan payments, and transfers; accepting and processing loan applications.

§ Provide information concerning credit union products, services & policies.

§ Cross-sell other products/services to members.

§ Respond to members’ requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.

§ Assist in the opening of new accounts, certificates of deposit, IRAs, and service existing accounts. Prepare all required documentation, and provide members with all necessary related account information.

§ Promote team participation in accomplishing departmental and organizational goals.

§ Demonstrate flexibility in meeting member, co-worker and credit union needs.

§ Provide backup assistance in all operational areas as needed. (Teller Services, Loans, etc.)

§ Handle requests from members for stop payments, transfers, share withdrawals, check requests, line of credit advances, and any other request received from members.

§ Research and resolve member account questions/problems (i.e., deposit, withdrawal, and loan payment discrepancies, overdrafts, charges, fees, transfers, etc.).

§ Assist members in balancing their accounts, as needed.

§ Trace source documents and other records as needed by members (copies of cleared share drafts, statements, etc.).

§ Assist members with proper completion of payroll deduction and direct deposit forms. Input necessary information into various systems. Forward proper documents to respective payroll departments. Set up payroll distribution amounts on system.

§ Perform other duties as assigned.

Requirements

Qualifications:

Abilities: Strong sales and service skills. “Can-do” attitude. Excellent telephone skills. Effective written and oral communication skills. Positive, pleasant telephone voice. Fast efficient work habits. PC and math skills. Willing to learn new tasks, and accept changes and new responsibilities.

Knowledge/

Education: High school diploma or equivalent. Knowledge of CUA products, services, policies, and procedures. Knowledge of CUA loan products, policies and procedures a plus.

Experience: At least 1-year of teller or customer service-related experience.
Prior Member Service and banking experience or training

preferred.