What are the responsibilities and job description for the Part-Time Call Center Representative position at AUBURN UNIVERSITY CREDIT UNION?
I. Title: Call Center Representative
II. Nature and Purpose: The Call Center Representative reports to the Call Center Director and in his/her absence, the Director of Technical Operations of the credit union. This position’s primary role is to handle all incoming communications with members and take care of back-office account maintenance and transactions, as necessary.
III. Duties and Responsibilities:
a.Daily: The Call Center Representative shall:
i. Answer and assist members who call the Credit Union
ii. Receiving and responding to members electronic communications (E-mails and online Messages
iii. Enable and assist members with Electronic Statements
iv. Assist members with Share and Loan transactions
v. Update Member records when appropriate
vi. Resolve Online issues which may include Bill Pay, FI to FI Transfers, Account Set-up, etc.
vii. Assist members with Debit card questions and issues
viii. Close Members Account via E-Mail
ix. Renew Share Certificates and maintain necessary records
x. Have knowledge of all Credit Union Products and Services
xi. Promote Credit Union Products and Services to members
xii. Assist members with NADA Vehicle Values
xiii. Take Loan Payments by phone
xiv. Perform all tasks as assigned by supervisor.
b.Competencies:
i. Must be able to proficiently use the Credit Unions phone system
ii. Must be comfortable with Symitar
iii. Must be willing to learn and adapt to new products and services within the Credit Union.
iv. Must be able to communicate thoughts clearly, both orally and written. Must be able to communicate well with both members and staff.
IV. Relationships:
a. Work under the supervision and leadership of the Call Center Director
b. Demonstrate loyalty to the organization and co-operation with management and employees
c. Avoid Gossip
d. Conduct personal business and personal finance so as not to interfere with or reflect on this position in a negative manner
e. Maintain businesslike dress and professional appearance according to the AUCU dress code.
V. Qualification:
a. Develop knowledge of the organization, operation, philosophy, and objectives of the Credit Union
b. Proficiency with MS Office products, including Word, Excel, PowerPoint, and Outlook
c. Excellent oral and written communication skills
d. Strong organizational skills
e. Ability to work both independently and under supervision
f. Maintain working knowledge of credit policies and procedures
g. Have knowledge of general accounting principles
h. Have a developed typing skill, ability to operate calculator and handle mathematical computations
necessary for amortization of loans, interest comparisons, and dividend calculations.
VI. Experience
a. High School Diploma or equivalent
b. Prefer 2 years of member service or call center experience.