Call Center Representative

Description

We are a fast-growing, member-focused Credit Union covering the State of Florida providing financial services to over 10,000 members. Our Call Center Representative role is a part-time position and can be located in either Blountstown or Tallahassee Florida. This is a new position created to accommodate the tremendous growth we have recently experienced through strategic community involvement initiatives and our member acquisition plan. We see a rewarding career path for the candidate located in our geographical region who is willing to grow in the financial industry and is committed to being an integral part of the growth of our Credit Union.

We support our employees’ need for a greater work/life balance and encourage a positive work environment where ideas and contributions are valued. We are passionate about working in our local communities and doing what we can to help make our counties a better place to work and live. We are excited to interview talented individuals for our Call Center Representative position.

Position Summary

The Call Center Representative serves as the face of the Credit Union, delivering courteous and professional service to all members through various digital channels. Representatives are expected to process member requests promptly, efficiently, and accurately, ensuring every interaction reflects the Credit Union’s commitment to excellence. This position will serve our membership during peak time hours generally Monday through Friday between the hours of 9:00am to 3:00pm (central time zone) with some variations based on volume.

Essential Functions

• Serve members by phone and through digital channels, providing both general and specific information about Credit Union services, products, and policies.
• Respond to member inquiries, resolve problems and complaints, or refer members to appropriate personnel for specialized assistance.
• Open new accounts and service existing accounts, including establishing account files and ensuring members receive all necessary membership materials.
• Handle various member requests such as transfers of shares to loan payments, share withdrawals, check requests, line of credit advances, IRA transfers and rollovers, address changes, and other related transactions.
• Troubleshoot member inquiries related to online banking, mobile applications, and other technology products and services provided by the Credit Union.
• Receive and review loan applications submitted by phone or online, assist members with initial loan information, book out NADA values, pull credit reports, and obtain responses to standard loan interview questions such as who, what, and why.
• Maintain and distribute reference materials related to Credit Union products and services.
• Disseminate updates regarding policies and procedures within the digital delivery department and coordinate with related departments to ensure consistency.
• Conduct orientation interviews to introduce prospective members to Credit Union services and programs.
  
  

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Requirements

Job Specifications

• Demonstrated professionalism and highly developed interpersonal abilities are essential for serving Credit Union members and representing the organization in a positive manner.
• Comprehensive knowledge of all Credit Union products and services is required. This expertise is typically attained through completion of a high school education coupled with at least six (6) months of relevant experience in member service and/or teller functions within a credit union or financial institution. Comparable customer service experience in a related field may be considered as a substitute for direct financial institution experience.
• The ideal candidate will exhibit proficiency in simultaneously operating multiple computer applications to efficiently access and utilize information.
• Intermediate mathematical skills are necessary, including calculations involving decimals, percentages, and fractions.
• Advanced written communication skills are expected, ensuring the Credit Union’s position is conveyed clearly and accurately in complete sentences, utilizing proper grammar, spell check, and other electronic editing tools to maintain professionalism in all correspondence.
• This position functions within a clerical office environment, requiring routine use of standard office equipment such as computers, telephones, photocopiers, scanners, printers, and fax machines. Employees typically remain seated for the majority of the workday.
• Shifts are available from 15 to 24 hours per week.