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 caller’s identity, minimizing the caller’s 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 customer’s 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.

Knowledge and Skills

Experience

A minimum of one year up to three years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications require shorter and not in-depth discussions most of the time.

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.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Lewiston, ID: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person