TITLE: Call Center Representative I

REPORTS TO: Call Center Supervisor/Regional Branch Manager

Purpose:

Provide information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.

Duties and Responsibilities:

1. Serve membership by providing service and information in a pleasant, professional, and efficient manner via telephone or correspondence.
2. Process and respond to member requests through Message Board and MacMail.
3. Process bounced emails and returned mail.
4. Verify wire transfers and release ACH reports in FedWire.
5. Research and solve routine member inquiries, problems, and complaints concerning credit union accounts and ensure proper follow-up and satisfaction.
6. Cross-sell credit union products and services when appropriate.
7. Assist members with basic questions regarding their loans including CPI inquiries and skip payment requests.
8. Assist members with remote access to include: Net Teller (including Multi-Factor authentication), STAR Audio, Shared Branching (SPRIG), and Text and Mobile applications.
9. Mail, fax or e-mail new member applications, loan applications, and/or information to members and prospective members.
10. Verify accounts, accept loan applications, process stop payments on share draft accounts, and order cards, and answer questions regarding share accounts, share drafts, VISA cards, ATM cards, IRAs, etc.
11. May fill in for Member Service Representative or First Impression Person when needed.
12. Ensure that all credit union member and employee-related business is strictly confidential.
13. Treat all credit union members and employees with a positive and cooperative attitude. 

Qualifications

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves personal contact with others inside and/or outside the organization for first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve more confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Good listening and telephone skills; general office equipment such as calculators, Microsoft products, computers, photocopiers, telephones, and scanners. Includes the ability to operate coin counting, and cash counting machines. Understanding of Credit Union operations. Maintains confidentiality related to Credit Union operations and work-related information, able to make decisions with minimum information.