What are the responsibilities and job description for the Call Center Specialist position at ITHINK FINANCIAL?
Primary Function: Develop member account relationships and resolve/process account inquiries by assisting members via telephone and e-mail in a professional, prompt and efficient manner. Maintain full knowledge of all credit union products and services and promotions for the purpose of educating members and obtaining new accounts, certificates, checking accounts, and all other opportunities affecting the membership.
Job Duties and Responsibilities:
- Deliver products and services to meet members’ financial needs by cross selling and referring at each touch point.
- Communicate accurate information about features and benefits.
- Open and process new accounts, including but not limited to, savings accounts, certificates, and checking accounts.
- Resolve/process account inquiries, address changes, account closings, account maintenance, stop payments, security passwords, pay by phones, rate quotes, membership eligibility, electronic access, etc. as directed by members.
- Review, approve and process all check hold release requests up to $1,000.00.
- Review, approve and process debit/credit card daily withdrawal limits up to $1,000.00.
- Close cards, order new cards, link accounts, reset pin and complete pin rush requests as requested by members.
- Document all member contact and assistance for quality assurance purposes.
- Adhere to Attendance and Punctuality Policy. Work additional / alternative hours to accommodate department needs as required.
- Adhere to Member Identification guidelines for the Call Center to ensure member privacy and mitigate security breaches.
Education and Experience: Job requires a high school education level of language, math and reasoning skills and two years’ experience, or an equivalent combination of education and/or work experience. Higher level education and/or experience may result in advanced level placement. Training should focus on our policies, procedures, computer systems and knowledge in our products and services. Training should be supplemented with continuing education.
Work Environment/Physical Activities: Ability to work in fast-paced environment. Ability to handle multiple tasks simultaneously. Work creates normal fatigue daily. Work creates moderate stress during certain periods during daily routine. Job does not have specific volume and pace of work standards except that the job requires that members be served in the timeliest manner possible. Job requires extensive member contact on a continual basis.