Call Center Representative

PURPOSE: Answer all incoming phone calls professionally and efficiently, making sure they are directed to the proper person or department. Constantly follow proper procedures and policies to ensure the safety of our Members deposits and the safety of the members and Credit Union assets.

ESSENTIAL RESPONSIBILITIES:

• Provide exceptional member service as needed to our membership.

• Handle member situations in a timely and professional manner speaking clearly with a pleasant voice.
• Maintain strict confidentiality with regards to all member’s accounts.
• Answer all incoming telephone calls by the second ring, using Credit Union procedures, directing them to proper staff, taking messages when necessary and assisting members when possible using proper telephone skills and courtesy.
• Complete phone transactions.
• Explain, promote and sell services and products to our membership.
• Complete account verifications from mortgage companies, etc.
• Understand loan procedures and policies.
• Ability to effectively answer loan questions as they arise, with the exception of Home Equity Loans, with regards to rates, terms, insurances, current and upcoming loan promotions and all others that arise.
• Develop a working knowledge of the Credit Union’s data processing system.
• Document and communicate all members complaints to the C.E.O. and/or Human Resource Specialist, as well as a method of resolution, according to the procedures established.
• Follow policies and procedures as set by the Board of Directors and management.
• Attend all mandatory staff meetings.
• Assist in any area as directed by management in a relief capacity.
• Comply with Truth-in-Savings regulations.
• Closed account-auditing officer. Verify closed account cards with closed account checklists, monthly.
• Follow all policies and procedures of Bank Secrecy Act, (BSA) Anti-Money Laundering and Office of Foreign Asset Control (OFAC). Complete on-line compliance testing annually as required.
• Maintain a thorough working knowledge of Credit Union history and philosophy, as well as policies and procedures of the Credit Union.
• Take member loan applications.
• Communicate loan approval/denial to members.
• Assist members with debit card and Visa issues.
• Assist members with Home banking questions.
• Cross-sell other credit Union services.

SKILLS AND ABILITIES:

• Ability to pass background and drug screening.
• Use tact, courtesy and professionalism when dealing with members, co-workers and/or management and suppliers.
• Daily use of hands, fingers and eyes, to answer phones, operate a personal computer and adding machine.

• Answer phone lines efficiently and professionally.

• Must be very accurate when entering member check orders and/or Master Card Debit orders.

• Make decisions based on information that can be checked, verified
• or researched.

• Perform other tasks as assigned.

PHYSICAL ABILITIES:

• Requires walking, standing and sitting for extended periods of time.
• Exerting up to 20 pounds occasionally to move objects.

ENVIRONMENTAL CONDITIONS:

Work is inside, protected from weather conditions but not necessarily from temperature changes.

MENTAL ABILITIES:

• Ability to answer member phone inquiries efficiently, and/or transferring to call the appropriate person or department.
• Apply principles of rational judgment to solve routine and non-routine situations as they occur.
• The ability to make logical decisions on a daily basis regarding member inquiries.
• Compute average balance figures on members accounts to process “Verification of Deposit” forms.
• Understanding of addition, subtraction, multiplication and division.
• Understanding of interest rates and calculations.
• Speak clearly with confidence, voice control, professionalism and proper English.
• Read and understand policies, policy manuals, instructions given and procedures.
• Ability to take proper and complete messages for all department personnel.
• May be occasionally requested to write reports with proper format, punctuation,spelling and grammar.

ESSENTIAL FUNCTIONS:

• Documenting, gathering and sending to the employees any phone messages or information pertaining to the Credit Union.
• Research, report and ensure proper completion of directives as assigned by the Human Resource Specialist and/or member requests.
• Ability to work in a “team” environment, interacting with members, managers/supervisors and other employees on a professional level.
• Develop a knowledge of the computer system, fax, copier and phone system.

EDUCATION/EXPERIENCE:

• Basic typing skills.
• High School Graduate
• Computer Experience

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k) 5% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Volunteer time off
• Wellness program

Experience:

• Financial Institution: 2 years (Required)

Work Location: In person

Salary : $20