Call Center Specialist I (Operations Center)

Call Center Specialist I

The position of Call Center Specialist I is established to provide prompt, professional and accurate information as well as to cross-sell credit union products and services to existing members to meet their needs and increase member satisfaction via the telephone. Actively participates in the promotion of credit union products and services to existing and potential members. Maintain quality service standards set by the organization.

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent.
• Effective human relations and communications skills with the ability to communicate clearly with all groups of people.
• Minimum 6 months recent customer service experience.
• Professional appearance and demeanor.
• PC literate; including standard Microsoft Office applications.
• Symitar experience preferred.
• Financial Institution experience preferred.

Essential Duties and Responsibilities

• Promptly answer all incoming calls in a polite manner; determine nature of caller's business and personally assist the caller.
• Assist members in conducting routine transactions by telephone utilizing the Symitar computer system.
• Determine membership eligibility, quotes savings rates and open new accounts by telephone and mail. Follow up on incomplete documentation to clarify and resolve any outstanding items.
• Assist members with problems and or questions requiring research and resolution.
• Perform file maintenance and follow up procedures to include online data changes.
• Actively cross-sell products and services to members, and track in accordance with credit union rules and procedures.
• Prepare member correspondence, subject to Supervisor approval.
• Assist members with general questions regarding all products and services. Assist members with basic technical support and troubleshooting, basic loan and IRA product information.
• Actively participates in credit union and department sprints and initiatives.
• Follow all established policies and procedures, including but not limited to proper authentication and verification.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Other Duties and Responsibilities

• Assist members with general questions regarding on-line products and services.
• May assist as secondary support for Live Chat as business needs dictate.
• May perform audit functions, balance department totals or other support as assigned by management.
• May provide guidance and training to other employees.
• Perform other duties as assigned.

Physical Demands and Work Environment

While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to walk, stoop, kneel, crouch or crawl. Intermittent keyboarding comprises 75% or more of assigned work. The noise level in the work environment is usually moderate.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The noise level in the work environment is usually moderate.

Monday-Thursday: 8:30am-5:15pm, 45 min lunch Friday: 9:15am-6:00pm, 45 min lunch Saturday: 8:30am-5:00pm, 30 min lunch (Rotating) Please note that during your first 6-8 weeks of employment, you will be training and the schedule will be: Monday-Friday (No Saturdays) 8:00am-5:00pm, 1 hour lunch. After this training period, your schedule will revert to the schedule listed on this posting. The schedule is subject to change based on business need. Full Time 40 hours a week