Call Center Representative II

Call Center Representative II Full Time (40 Hours) Monday - Friday (7:30am - 6pm) Saturday (9am - 3pm) Headquarters 630 Trade Center Drive Las Vegas, NV 89119 Purpose The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," by providing outstanding service to both members and internal members. A key component of this service is to identify member needs and provide appropriate credit union product solutions. To deliver service in alignment with our Service Commitments: I will earn respect and build trust by acting with integrity in every situation. I will understand my role in supporting the team to achieve our purpose. I will focus on people over products and build lasting relationships. I will take ownership and accept responsibility. I will treat my coworkers with the same high standards as I treat my member. I will continuously look for ways to improve myself, my credit union, and my community. I will accept there is no "they". We are one working toward the same mission. I will commit to the core values. Possess adequate product knowledge as measured by the annual product knowledge certification assessment. Meet or exceed established sales and service goals. Summary Responsible for building relationships with our credit union members. Must be able to present credit union products and services that match the member needs. Assist members in resolving account and/or loan related problems. Build member relationships through proactively identifying additional products and services that will aid the member in achieving their financial goals. Communicate effectively with prospective and current members and represent the credit union in a positive and professional manner. Provide highest level of caring, personalized service and quality products, while staying abreast of members’ needs and expectations. Primarily provides member services via telephone, email, text, or chat by performing transactions on members' accounts, answering questions and cross‑selling credit union services, opening accounts, processing loan applications, and resolving member concerns. Essential Duties and Responsibilities In accordance with prescribed methods and operating policies and established practice, the Call Center Representative II: Contribute to the development and refinement of the credit union's member growth and strategy working in a team environment dedicated to exceptional member service. Perform in a high-volume/production, fast-paced Call Center environment processing new accounts and assisting members. This includes inbound and outbound calls to members and potential members offering products and services to enhance the member engagement. Organize and prioritize work in a high volume and fast paced environment to ensure timely and accurate new account openings, processing of all requests, and resolving member questions, concerns, or issues. Professionally greet and interview members and potential members to determine financial needs. Suggest and explain appropriate deposit, lending, and investment products. Answer questions about products and services and recommend suitable products, insurance and ancillary products; resolve problems within authority; refer problems beyond authority to supervisor along with recommendations. Uncover opportunities to refer business to other lines of business partners within the credit union such as mortgage solutions, member business solutions, and investment solutions. Accurately complete New Account applications received via online and mobile applications. Capture members' direct deposit, gather required documents, and follow compliance and regulatory guidelines. Work cooperatively with Call Center team and other departments to assist members and connect members to appropriate staff or department when needed with minimal transfers. Process a variety of financial transactions for members including transfers, loan payments, issuing checks and drafts, and other negotiable instruments. Identify cross‑sell opportunities to enhance relationships with members and maintain expert knowledge of credit union features and benefits, products, and services. This position models a retail type sales and service environment. Respond and research member inquiries regarding account history including loan amortization, access to services, resolving account discrepancies, balancing and reconciling, card and account disputes, adding or reducing service features on various accounts. Explain features and benefits of credit union electronic services and payments including debit and credit cards, eVoice, SilverConnect, online and mobile banking, bill payment, mobile app functions, POPmoney, Card Controls, Positive Pay, online wires, direct deposit, ACH and payroll deduction. Be familiar with Loans PQ and review and communicate credit application decisions for consumer loans. Take ownership of all member requests, with minimal need to refer to another department. Perform clerical duties such as photocopying, faxing, processing mail, filing and notary services. Assist in training new Call Center Representatives in all financial service transactions and Call Center procedures. Meet and/or exceed all assigned call center goals (Average Handle Time, Abandon Call Ratios, Average Hold Time, Percentage of Connected Calls, new account cross‑sell ratio goals and referrals). Exhibit competence and confidence in the sales environment. Meet or exceed minimum expectations and referral goals as assigned. Follow established credit union policies, procedures, government rules, regulations and security guidelines. Maintain a cooperative and positive attitude toward members, potential members, and credit union team. Maintain a professional appearance and demeanor. Adhere to and promote the credit union's core values (SMART Pro). Perform all required functions with accuracy, efficiency, dependability and within the Credit Union's standard of conduct. Perform other duties as assigned. Education and/or Experience High School diploma or GED; two‑five years related experience and/or training; or equivalent combination of education and experience. Thorough knowledge of credit union's computer systems for performing basic input/output tasks including Word and Excel desired. Equal Opportunity Statement Silver State Schools Credit Union is an Equal Opportunity Employer (EOE). Drug‑free workplace. #J-18808-Ljbffr