Role: |
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Answers inbound calls in an efficient and professional manner, primarily assisting callers with credit union products and services, account transactions and account related questions and/or problems. Assists co-workers in performing all departmental duties and backs up switchboard operator as needed. |
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Essential Functions & Responsibilities: |
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| - | Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations. |
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| - | Identifies cross-sell opportunities and cross-sells services to members. |
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| - | Ensures the appropriate records are maintained and required reports are prepared. |
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| - | Assists other departments as needed. |
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| - | Maintains member account information on computer system. |
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| - | Performs other job related duties required or assigned. |
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Performance Measurements: |
| Performance Measurements are not assigned. | |
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Knowledge and Skills: |
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Experience | One month to twelve months of similar or related experience. |
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Education | A high school education or GED. |
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Interpersonal Skills | Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. |
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Other Skills | Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information. |
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