Call Center Representative I

Position Title: Call Center Representative I

Department: Operations

Reports to: E-Branch Manager

FLSA Classification: Non-exempt

Compensation: $22.00 - $27.38 per hour

Job Summary:

The Call Center Representative I’s primary responsibility is to respond to member requests received over the phone and through correspondence received in the mail and email.

Supervisory Responsibilities:

None

Duties/Responsibilities:

• Performs assigned teller tasks associated with the processing of member transactions such as posting deposits, loan payments and check withdrawals.
• Responsible for following proper identification procedures, performs a variety of account transaction requests received by phone including, but not limited to, deposits, loan payments and transfers.
• Research and resolve member questions, problems and concerns by telephone, written correspondence or in person.
• May be responsible for receiving and taking applications for loan products.
• Responsible for maintaining accurate and legible record of all transactions.
• Responsible for adhering to all established policies and procedures including but not limited to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Member Due Diligence (MDD), HIPAA, ADA, and other federal/state compliance regulations.
• Maintains up-to-date knowledge of credit union policies, procedures, products and services.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Knowledgeable in all aspects of the Credit Union operations.
• Strong verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Strong organizational skills and attention to detail.
• Strong time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.

Education and Experience:

• High School Diploma.
• Minimum three to six months prior call center environment experience or equivalent preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• May require standing and walking 25% of the time, lifting up to a maximum of 50 pounds, and other physical actions that include stooping, kneeling, crouching, crawling, reaching, pulling, and pushing.
• May be required to work in an environment with high noise levels and unpredictable temperature and ventilation.