Back Office - Call Center, Operations

Role

Receives incoming calls and determines the products, services or resources that the caller requires (or could benefit from). Provides direct support services to members, or connects them with the staff who can provide them the specific assistance they need. Typically has more than 2 years of experience allowing them to problem solve more escalated and complex member issues.

Major Duties and Responsibilities

• The call center is an information resource center for the entire credit union. Treat every employee kindly and with respect, even in their absence. Identify the employees’ needs, clarify information, research every issue and provide solutions and/or alternatives. Always project a warm and friendly image and maintain a positive demeanor. Keep calm under pressure and don’t let frustrated callers get to you personally.
• Performs all daily, weekly, monthly, quarterly and yearly Back Office Tasks and ensures they are completed in a timely manner/by mandated deadlines. Responsible for daily balancing of items totals, deposit cash letters, and out of balance conditions. Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure members’s needs are addressed in a polite and friendly manner. Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner. Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling member requests. Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Responsible for the efficient, timely and correct processing of all EFT/ACH transactions and for full compliance with all Federal Reserve Bank and NACHA rules. Review the status of cash account reconciliations weekly; balance sheet reconciliations monthly and direct research/corrections necessary. Review the status of general ledger account and select deposit account reconciliations monthly; direct research/corrections necessary.
• The Call center is the frontline of the credit union. Answer phone within two rings or 6-8 seconds. Treat each member kindly and with respect, even in their absence. Identify the members’ needs, clarify information, research every issue and provide solutions and/or alternatives. Always project a warm and friendly image and maintain a positive demeanor. Go the distance with a friendly attitude, keep calm under pressure and don’t let frustrated callers get to you personally. Use members name during the transaction. Say thank you and ask if there is anything else you can do for them.
• Identify products/services that might be beneficial to members and provide them with information over the phone about the products/services and how they would provide value to them and encourage them to upgrade their relationship with the credit union. Educate members about internet banking, eStatements, and other remote/eServices and assist in setting them up. Meet monthly referral goals as set by manager.
• Resolve the vast majority of member and staff issues and needs while on the first call with them; without having to call them back. Research, document and troubleshoot account, loan and card services issues with members and staff including (but not exclusive of) account and credit card issues, NADA values, verification of deposit, ACH, Billpay, eServices, questions regarding loan payments and process. Be creative, come up with workable solutions for any problems thrown your way, it will help you meet the callers’ needs in the best way possible for both the credit union and the member or staff member.
• Assist with compliance reviews to ensure policies, procedures and processes meet requirements, including a review of forms and disclosures. Assist Compliance Officer with drafting reports detailing findings and recommendations for addressing compliance gaps. Assist in training personnel on regulatory requirements and credit union policies and procedures. Monitor and respond to BSA alerts, document BSA decisions and actions; maintain BSA reporting parameters to provide reliable alerts and results; assist other departments with BSA investigations and reporting. Monitor, file and record CTR and SAR reporting with FINCEN and/or other reporting agency.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience

Two to five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

High school degree or GED required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Salary : $18 - $27