Description

Great Lakes Credit Union is Hiring GREAT people for our GREAT team!

Do you enjoy customer interaction and relationship building?

WE WANT YOU ON OUR TEAM!

The primary purpose of our Call Center Representative is to assist Great Lakes Credit Union to live out our vision, "To be the members' trusted financial partner".

As a Call Center Representative, you are responsible for providing exceptional service to all members and potential members in an inbound call center. As a Call Center Representative, you will act as the members' most valued financial partner, taking every opportunity to understand and assess their financial needs and goals. Supports sales and service efforts.

As a Call Center Representative, you will:

• Answer and handle calls regarding account inquiries, shares, loans, digital questions and transactions.
• Utilize appropriate security measures to identify members and protects against fraud.
• Cross sell and refer products and services to meet members' needs.
• Seek opportunities to attract, retain, and expand member relationships.
• Actively listen and ask questions to determine member needs; identify and recommend appropriate solutions, presenting features and benefits of products and services.
• Handle member questions and inquiries in a professional and courteous manner with an aim to resolve issues within first contact/call.
• Ensure all members questions are handled and followed up in a timely manner.
• Perform all duties with a high level of accuracy and attention to detail.
• Identify and use appropriate software and tools to troubleshoot concerns regarding; digital services, cards, transactions, payments and special accounts.
• Follow all procedures, policies and guidelines; complying with federal and state regulations.
• Consistently achieves individual goals and contributes to department and credit union success.
• Be able to deescalate calls and ensure member feedback is shared with management.
• Open shares, investment accounts, checking accounts and processes special account requests such as: Add Joints, Name Change, Adding Beneficiaries, etc.
• Process new accounts and membership requests in Meridian Link (Express Accounts or Symitar).
• Have authority to release check holds up to the department policy limits.
• Be assigned to help support new hire training (call shadowing, new hire buddy).
• Be assigned as a back up to help support EComm functions such as: LiveChats, Secure Messages and Member Service/Fax email requests.
• Consistently achieve individual goals and contribute to department and credit union success.

Requirements

• High School Diploma or GED.
• Minimum of two years of customer service work experience required. Call center work experience is a plus, but not required.
• Demonstrated excellent customer service skills, and the ability to convey warmth and appreciation over the phone. Ability to listen and understand inquiries, and to communicate both routine and complex information and instructions.
• Ability to navigate multiple automated systems to research situations, locate information and perform data entry with Microsoft Word, Excel, and Outlook.
• Ability to maintain professionalism in stressful situations.
• Ability to multitask, maintain a high level of concentration, and perform responsibilities with accuracy and in a timely manner.

We’re the total package! 

To view our GREAT Benefits Please Reach out to a Member of the HR Team

Great Lakes Credit Union is proud to be an Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.