Call Center Representative (Part-Time)

Position Summary:

To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Essential Functions:

The responsibilities of this position include performing a wide variety of sales and service transactions requested by phone, fax, or email, including but not limited to the following:

• 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.
• Maintain knowledge of the credit union’s policies, procedures, products, and services.
• Assists members by trouble shooting and problem solving accurately by following through on resolutions. Conducts account research and performs data entry to update and maintain member account records.
• Identifies cross-sell opportunities and cross-sells services to members.
• Support and contribute to the success of the department by providing effective and efficient member service.
• Support and contribute to the success of the department by providing effective and efficient member services.
• Navigate between multiple credit union systems (I-Power, Loans PQ, Client Workstation, Criterion, etc.).
• Performs other job-related duties required or assigned.
• Must be willing to work two or more Saturdays a month.

Performance Measurements:

• Provide informed, prompt, professional and accurate service and support to all members and associates by answering the telephone within 3rings and returning messages within 60 minutes.
• Direct all telephone calls to the appropriate person with minimum transfers.
• Process member transactions with zero unresolved errors.
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
• Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.

Knowledge/skills:

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

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.

Other Skills: Good listening and telephone skills; computer keyboard skills; able to adequately relay important details and/or information; able to make decisions with minimum information.

Benefits:

Peach State FCU offers competitive compensation along with a benefit package including Paid Time Off (PTO), medical, dental, vision, long-term disability, basic life insurance, traditional and Roth 401(k) plans and company matching. We also offer optional life insurance, flexible spending account and tuition assistance.

Job Type: Part-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person