Call Center Representative - Nashville, TN

Role:
To assist members and potential members with their telephone requests; explains services, responds to problems, cross sells services, and directs phone calls to the appropriate area while providing excellent member service experience.

Essential Functions & Responsibilities:

• Productivity: Demonstrates the ability to manage time effectively while handling member inquiries, transactions, and follow through. Maintains steady workflow throughout the day with minimal idle time. Complete daily and weekly task items assigned in a timely and accurate manner. Takes initiative to offer support to coworkers when able, contributing to overall team efficiency and service levels.

• Member Service Standards: The degree to which all member service standards are demonstrated in the day-to-day business environment such as but not limited to Courtesy, Focus, Attendance, and Professional. The level of support and camaraderie for coworkers and peers. Service quality and experience for members and all others conducting business. 

• Call Volume: Efficiently handles a high volume of inbound calls, ensuring prompt, courteous, and professional service. Maintains awareness of call queue activity and is mindful when other team members are out of the queue, stepping up to help manage volume when needed. Prioritizes the member’s experience by minimizing wait times and staying engaged, balancing speed and service quality while keeping members' needs top of mind. 
•  Product and Service Knowledge: Demonstrates in-depth knowledge of the credit union’s products and services, with the ability to clearly explain their features, benefits, and appropriate usage to members. Actively promotes solutions that align with member needs while reinforcing the value of credit union membership. Understands and embodies the credit union’s core values and mission, reflecting them in daily interactions. Contributes positively to the credit union’s culture by fostering trust, collaboration, and a member-first mindset.
• Call Audit: Participates in routine call audits to ensure adherence to call scripts, compliance regulations, and service protocols. Demonstrate consistent professionalism, accuracy, and empathy during member interactions. Actively applies feedback from audits to improve performance and align with best practices in member service. 
• Posting Errors: Accurately processes member transactions and account updates with minimal errors. Reviews work for accuracy and completeness before finalizing. Demonstrates a strong understanding of financial systems and posting procedures, reducing the need for corrections and rework. Takes accountability for errors and implements corrective action to prevent recurrence. 
• Member Education Educate and refer credit union’s products and services by participating in the credit union’s product focus and service highlight campaigns and submitting quality referrals into the core system. An active involvement in the call center’s quarterly goals program.
•  Performs other related duties as assigned.

Knowledge and Skills:
Experience: One year to three 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 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.
 

Physical Requirements/Work Environment: Work involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, etc. Employees work primarily in an office setting under generally favorable working conditions. The job requires walking, sitting, bending, stooping, standing for long periods of time, or similar activities. Employees frequently lift objects up to 25 pounds, occasional lift heavy objects from 26 to 50 pounds, yet seldom from 51 to 100 pounds.