Experience Rep 1

Role

Receives incoming calls and determines the products, services or resources that the caller requires (or could benefit from). Provides direct support services to customers/members; or, connects them with the appropriate staff representative.

Major Duties and Responsibilities

• Answer incoming calls, determines the needs of the caller and verify the callers identity, minimizing the callers time and effort in resolving their concern.
• Identify products/services that might be beneficial to customers and provides information about their value and benefit.
• Perform teller functions for members; including but not limited to transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc. to assure customers needs are addressed in a polite and friendly manner.
• Assist members in the use of online banking software products; answer questions about products and services and resolve problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.
• Assist other departments and branches with transactions as needed, provide support for other departments in fulfilling member requests.
• Performs other duties as assigned. Ensures that work area is clean, secure and well maintained. Performs related clerical duties and attends meetings as required.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Qualifications

• One year to three years of similar or related experience.
• Education A high school education or GED.
• Interpersonal Skills Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Other Skills Must be familiar with various computer software programs and comfortable with automated technology. Must be able to type, use PC, general office equipment including ten-key calculator and excellent in Excel and Word programs. Excellent organizational and editing skills, communication skills with vendors, staff, members, and general public.