Job Title: Call Center Representative I – Member Services
Job Status: Full / Part Time

Reports To: Call Center Supervisor

Supervises: None

Purpose:
Responsible for providing excellent member service while answering member inquiries received through the member service call center. Inquiries may include selling credit union products, resolving disputes, handling transactions, or assisting the member to purchase and use new products and/or services. Represent the credit union to the members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
Essential Functions and Basic Duties:
1. Answers telephone inquiries from members regarding loan and deposit services; credit; debit cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other member request concerning credit union products and services.
2. Responds to the members’ inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union.
3. Answer every call with professionalism and accuracy, speaking in a polite, courteous and calm manner at all times while providing accurate and complete information.
Presents a friendly and helpful demeanor with any member or coworker contact.
4. Actively markets and cross-sells current and new products and services of the credit union and attempts to educate members on the benefits and features of new, as well as existing services.
5. Assist members with Teller Phone 24 and online access as needed.
6. Perform comprehensive account and service functions in an accurate and timely manner.
7. Process outgoing mail; process returned mail and record members forwarding address or search for new address.
8. Operates computer terminal to accurately access account information and accurately record member transactions and information requests.
9. Ability to function and maintain composure in an ever changing, fast paced, high call volume production-based environment using multiple PC applications.
10. Ability to explain confusing and complicated topics in a clear and concise manner.
11. Ability to exercise discretion and good judgment, make sound business decisions, analyze system records, and adjust to change.
12. Ability to be flexible with the work schedule as the business need dictates with ability to work overtime as needed.
13. Ability to answer every call presented.
14. Must obtain and maintain satisfactory and above performance standard results.
15. Ability to learn and perform new job functions and skills while maintaining satisfactory or above performance.
16. Process and respond to cardholder inquiries utilizing multiple systems to provide information on accounts while controlling and managing the calls.
17. Report to work and follow assigned breaks and lunches as scheduled.
18. Contribute to departmental and corporate goals.
19. Perform all other miscellaneous duties as assigned.
Qualifications:
1. Minimum 1 year experience in a customer/member service environment required; 6 months call center or 2 years general customer service experience preferred.
2. Must demonstrate professional and effective interpersonal skills.
3. Ability to communicate clearly and effectively, both verbally and in writing.
3. Thorough knowledge of credit union products and services.
4. Demonstrated proficiency the operation of the credit union data processing system.
5. Ability to read and comprehend instructions, correspondence and memos.
6. Ability to construct basic correspondence to communicate account information to members.
8. Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
9. Ability to cross-sell credit union products and services.
10. Possess a positive, cooperative attitude with a high regard for providing high quality member service.