SUMMARY

This position is responsible for assisting the members with products, services, account and loan information. This position is responsible for non-cash teller duties and responsible for receiving all “incoming” calls and making “outbound” calls to perform inquiries on member’s accounts and identify member’s needs for various credit union products and services. Responsibilities include handling member online chats and responding to member email inquiries. Additional responsibilities include directing phone calls to the proper individuals and/or departments when necessary.

Essential Duties and Responsibilities

• Manage inbound and outbound calls efficiently while addressing the member’s needs or concerns
• Answer basic loan account questions
• Process loan payments
• Process wire requests
• Provide accurate and satisfactory answers to member’s questions or concerns
• Guide members through troubleshooting, navigating on ECU website, mobile app, products or services
• Help train new employees
• Deescalate situations involving dissatisfied members
• Process return mail and address updates
• Process stop payments and account disputes
• Process account check orders
• Handle interactive online chats
• Process debit card or credit card order requests
• Research account history as needed

GENERAL DUTIES AND RESPONSIBILITIES

General duties and responsibilities include but are not limited to:

Maintains ongoing communications with Management, informing them of all pertinent problems, irregularities, new developments, changes, and other important information within area of responsibility.

Cooperates with other department personnel to ensure a "team effort" and prompt member service.

Promotes and maintains a positive image of the credit union to assigned personnel, members, and the community.

Follows safety and security rules and regulations.

Ensures that all information and transactions regarding credit union operations and members are kept confidential.

Maintains the security of the work area and keeps it organized and neat in appearance.

Maintains current knowledge of credit union philosophy, plus all credit union services and policies.

Cross-sells credit union products and services.

Participates in continuing education as approved by Senior Management.

Maintains a professional and courteous attitude with all people, including fellow employees, members, management staff, board members, and outside vendors.

Protects and respects credit union equipment and supplies.

Attends meetings as required.

Adheres to ECU Employee Personnel Policy and Guidelines Handbook.

Promotes and maintains a positive image of ECU to members and the community.

Performs other duties as assigned by Senior Management.