What are the responsibilities and job description for the Experienced Call Center Representative position at JetStream Federal Credit Union?
Looking for an experienced Call Center Representative that delivers exceptional customer service. The role of the representative is key, as they represent the Credit Union. Calls must all be handled in a professional manner, insuring that members are directed to the appropriate department. To assist members and potential members by accurately processing various financial transactions; including debit cards, online services, mobile banking, loan payments and ACH requests. Acts as a resource in identifying and resolving member servicing issues; explains services and products and responds to problems. Assists with administrative clerical duties such as mail.
Essential Functions & Responsibilities:
- Assists members and potential members with telephone and online service requests; respond to all e-services requests; answers questions about products and services, take ACH loan payments and process them, process SSI applications, process Overdraft Privilege and assist members with debit and credit card issues. Also resolves problems that are within their authority; refers problems that are beyond their authority to their supervisor, along with their recommendations. Maintain accurate member account information on system.
- Maintains assigned records, files, and reports as well as assigned administrative responsibilities including mail and office supply inventory.
- Identifies cross-sell opportunities and cross-sells services to members.
- Works on special projects as needed.
- Performs other related duties as assigned.
Performance Measurements:
1. Answer phone calls in a courteous, timely, and professional manner.
2. To provide accurate, courteous, friendly, timely, and professional phone service to all members and potential members. Answering telephone immediately and responding to correspondence within one day.
3. To process member transactions with zero errors.
4. To maintain a professional appearance, demeanor, and workspace.
5. To successfully recommend a new product or service to all members you work with.
6. To add and maintain knowledge of all new policies and procedures to ensure remain compliant with all regulations.
7. Be an active participant at Credit Union Meetings, special events, member appreciation events, as well as community involvement.
8. To exemplify the JetStream Values, Sales and Service Standards, while taking ownership of individual performance.
Knowledge and Skills:
Experience
Three years to five years of similar or related experience.
Education
A high school education or GED.
Interpersonal Skills
Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Other Skills:
- Good listening and telephone skills
- Able to operate a computer keyboard
- Able to make decisions with minimum information
- Proficient in various financial programs
- Bi-lingual (English & Spanish)
Physical Requirements
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
Specific vision abilities required by this job include close vision.
Ability to occasionally lift/move up to 25 pounds.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor
office setting with moderate noise.
Benefits:401(k)401(k) matching; Dental insurance; Employee assistance program; Health insurance; Life insurance; Paid time off; Tuition reimbursement; Vision insurance; Schedule:8 hour shift; Monday to Saturday.
Job Type: Full-time
Jetstream Federal Credit Union is a Drug Free Workplace. All candidates are subject to drug testing. Jetstream FCU is an Equal Opportunity Employer
Job Type: Full-time
Pay: $17.50 - $19.50 per hour
Benefits:
- 401(k) matching
- AD&D insurance
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
- Wellness program
Application Question(s):
- What are your salary expectations?
Education:
- High school or equivalent (Preferred)
Language:
- Spanish (Required)
Work Location: In person
Salary : $18 - $20