Call Center Representative

Position Overview
The Phone Banker will provide accurate, high-quality, and timely service and consultation to members and potential members who call into the Credit Union.

• Service and Quality Focused
• Adaptable
• Detail Oriented
• Collaborative and Team-Oriented
• Self-Motivated
• Critical Thinker and Problem Solver
• Positive Attitude
• Exceptional Organization
• Excellent Communication Skills

Qualifications

The position’s essential duties include the following:

• Receive incoming calls to the Credit Union’s Communications Center.
• Serve as the primary point of contact for members calling the Credit Union for information and providing first-call resolution.
• Follow policies, guidelines, and regulations to properly identify and authenticate account owners, ensuring the protection and confidentiality of non-public information.
• Assist prospective, new, and existing members with questions, inquiries, or requests on new or existing accounts.
• Deliver timely and exceptional service.
• Build meaningful relationships through conversations and establish trust with the membership.
• Speak clearly and professionally and always maintain high phone etiquette standards.
• Respond to messages through Online Banking and general email inbox inquiries.
• Fulfill requests by performing clerical tasks and preparing mail, fax, or email delivery items.

Education
A high school diploma or GED is required.

Experience
Six months to two years of similar or related experience, including time spent in preparatory positions. Experience with a credit union or other financial institution is required.