What are the responsibilities and job description for the Call Center Representative I position at EAST TEXAS PROFESSIONAL CREDIT UNION?
Responsible for handling a variety of member service calls in a prompt and courteous manner. Resolves member questions and problems regarding account statements, loans, payments, automatic transfers, interest rates, and investment certificates. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Customer Service Center.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Assumes responsibility for the effective and professional completion of Customer Service Center Representative functions.
- Receives member telephone questions and complaints in a professional manner.
- Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Manager.
- Interviews, takes applications, gathers information, and processes preliminary documentation on loan requests.
- Provides general information to members on Credit Union policies, procedures, and programs.
- Provides basic information to members on accounts, payments, interest rates, blue book estimates, loan options, and savings programs.
- Performs basic maintenance functions and automatic transfers for loan payments.
- Maintains and projects the Credit Union's professional reputation.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
- Completes weekly Customer Service Center statistical reports.
- Keeps supervisor informed of area activities and significant problems.
- Completes required reports and records accurately and promptly.
- Attends and participates in meetings as required.
Assumes responsibility for related duties as required or assigned.
- Assists other departments as necessary.
- Performs related clerical duties as needed.
- Assists in verifying accounts, copying checks, and mailing correspondence.
- Keeps work area clean, secure, and well maintained.
- Actively and professionally cross sells Credit Union services.
Qualifications:
EDUCATION/CERTIFICATION:
High school graduate or equivalent.
REQUIRED KNOWLEDGE:
General knowledge of Credit Union policies and procedures.
Basic understanding of loans, payment processes, and interest rates.
EXPERIENCE REQUIRED:
At least 1 year of experience in member service at a full service financial institution or in a call center/customer service environment.
SKILLS/ABILITIES:
Excellent communication and public relations skills.
Ability to work well under pressure.
Ability to use a personal computer and related software applications including Microsoft Word or Excel.
Solid math skills and bookkeeping abilities.