Call Center Representative I

Summary:

To provide a First Call Resolution to Credit Union Members by providing knowledgeable, friendly, and professional service and support to all members and associates.

Ideal Characteristics:

• Exceptional communication skills – able to actively listen, clearly explain products and services, and resolve issues with professionalism and empathy.
• Customer-focused mindset – dedicated to providing a positive member experience through first-call resolution and proactive problem-solving.
• Detail-oriented and accurate – ensures all member information and transactions are handled with precision and confidentiality.
• Tech-savvy and resourceful – comfortable troubleshooting digital services (e.g., online banking, bill pay) and guiding members through technical processes.
• Product knowledge and sales awareness – confidently identifies and presents credit union products that meet members’ needs, supporting cross-sell efforts.

Knowledge and Skills:

1. Experience
   • Six months to two years of similar or related experience.
2. Education
   • Graduation from an accredited senior high school or equivalent or GED
3. Skills
   • A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
   • Must have effective communication skills. 
   • Knowledge retention; attention to detail; organization; flexibility; friendly; calm under pressure; speed; creativity; multi-tasking. 10-key calculator, typewriter, and keyboard skills.

Essential Functions & Responsibilities:

1. Assists members with telephone requests regarding Member Service; including but not limited to answering questions about products, services, and accounts. 
   • Accurately maintaining confidential member account information on computer systems. Completing transactions per member request, such as transfers, stop payment, wire requests, loan payments, closing accounts.  
   • Provides a superior member experience by actively listening, reviewing, and assessing the needs of the member in each interaction.  
   • Identifies cross-sell opportunities by successfully presenting and placing appropriate products and/or services that meet the member’s needs.
2. Actively guides members through troubleshooting and/or navigating the website or other services available.  
   • Addresses and resolves member concerns (referring issues that are beyond their authority to the Call Center Manager).
   • Directs incoming calls to the appropriate employee/department.
   • Completes daily items such as Online Banking registrations or resets, adding Travel Notices, setting up and/or maintaining automatic/recurring loan payments, setting up/reviewing Bill Pay, ordering checks, entering loan applications, scanning, and filing documents properly.
3. Assists members with loan requests. 
   • Conducts loan interviews, gathers, and documents pertinent data necessary for underwriting. 
   • Cross-sells appropriate loan related products.

Performance Measurements:

1. Provide knowledgeable, friendly, and professional service & support to all members and associates.  Quickly and accurately assist members as they call into the Call Center.  Complete all transactions, member requests, account maintenance, etc., utilizing sound judgement and abiding by all established credit union policies and procedures. 
2. Contributes to maintaining the established overall Call Center abandon rate. Maintain an individual service rating that meets or exceeds established service standards., Maintain an average in “Ready” status and an individual Average Handled Call Volume that meets or exceeds established service standards.
3. Continually meeting the standard of a One Call Resolution, only directing calls to the appropriate persons when requested.
4. Develop and maintain proficient knowledge of all products and financial services offered by the credit union. Consistently and effectively counsels’ members regarding credit union offerings, successfully placing products, services, etc.
5. Anticipate and prevent potential member issues, proactively offering products and services that enhance the member's ability to conduct business with the credit union (online banking, bill pay, phone app, etc.). Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
6. Complete all required compliance/operations training and abide by credit union and governmental rules and regulations. 

Physical Requirements:

1. Constantly repeating motions that may include the wrists, hands and/or fingers. This includes but may not be limited to keyboarding, writing, and filing.
2. Constantly remaining in a stationary position, often sitting for prolonged periods. 
3. Occasionally adjusting or moving objects up to 75 pounds for various needs.
4. The person in this position constantly communicates in person and in writing with members, managers, and colleagues. Must be able to exchange accurate information in these situations.
5. The ability to observe details at close range to assess the accuracy, neatness, and thoroughness of the work assigned.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.