What are the responsibilities and job description for the Call Center Representative position at SunWest Credit Union?
Job Summary: Responsible for managing a variety of member service calls in a professional and timely manner. Provide exceptional member service to members and internal staff at all times.
Essential Duties and Responsibilities:
- Receives member telephone questions, concerns or complaints promptly and in a professional manner.
- Completes research discrepancies and review need for any fee adjustments.
- Completes merchant verifications.
- Complete stop payment and loan revision requests, surepay and bank transfer forms for accounting department.
- Facilitate the financial security of our members by educating them on SunWest’s products and services.
- Provide and assist with online help for password resets, surepay and bank transfer forms as needed/required.
- Resolves member questions regarding accounts, orders and payments.
- Completes weekly information center reports accurately and promptly.
- Uphold the compliance requirement of all related federal regulations, including but not limited to; the Bank Secrecy Act and Anti-Money Laundering policies and procedures. Complete annual BSA training requirements as established by SunWest Credit Union.
- Perform related duties as assigned by supervisor.
Education and/or Work Experience Requirements:
- High School Diploma or Equivalent required.
- Valid driver’s license required.
- Minimum two years customer service experience in call center , Credit Union a plus.
- Excellent computer efficiency (MS Office/Word/Excel and Outlook). Required
- Understanding of Credit Union Philosophy, a plus
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivy standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
- Must be able to lift and carry up to 10 lbs.
- Must be able to talk, listen and speak clearly on the telephone.