Call Center Representative

Job Title

Under the direction of the Call Center Supervisor, provide information, perform transactions and handle member service inquiries that encompass the full range of credit union products and services over the telephone, email, messaging. Create a personalized, complete "one-stop-shop" positive member service experience for each contact.

Major Duties and Responsibilities

30% Responsible for processing a wide range of member account transactions and account servicing tasks, including but not limited to transfers, payments, stop payments, and transaction adjustments. Conducts a variety of account maintenance tasks including but not limited to products or services, updating account types, and updating member info. Card-related responsibilities include but are not limited to ordering new cards, assisting with lost or stolen cards, blocking and unblocking cards, travel notes, card controls and limits, and filing card disputes. Assists members with digital banking services including but limited to mobile check deposits and enrollments, online banking, bill pay, ACH, Zelle, and mobile wallet platforms such as Apple Pay.

25% Serves as a knowledgeable resource for members, promoting and cross selling credit union products and services including but not limited to IRAs, certificates, consumer and mortgage loans, all account types, and safe deposit boxes. Educates and promotes the use of electronic services including but not limited to online banking, mobile deposits, bill pay, overdraft protection, and member privilege. Supports loan-related inquiries by assisting with application processes, scheduling appointments, quoting rates and payments, updating payment schedules, and reviewing application statuses.

20% Replies to incoming emails posted to the general email box and forwards to the appropriate staff member when necessary. Responds to calls and emails from the overflow contact center and takes ownership of member issues to ensure resolution. Responds to member inquiries received via live chat, home banking messaging, and text messaging platforms in a timely and professional manner.

15% Represents the credit union in a courteous and professional manner by delivering prompt, efficient, and accurate service. Responsible for researching and resolving a variety of member questions, concerns, or complaints. If research requires an extended timeframe, ensure timely follow-up to maintain member satisfaction.

10% Ensures that all credit union member and employee related business are kept in strict confidence.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Benefits

- Paid Holidays

- Birthday Time Off

- On Demand Flexible Pay Checks

- $1,000 Employee Referral Incentive

- Medical, Vision, Drug, and Dental coverage

- 401(K) Retirement Plan and Defined Benefit Cash Balance Retirement Plan

- Paid Time Off

- Weekends Off

- Educational Reimbursement

- Flexible Spending Plan and Options with Aflac

- Life & Long-Term Disability Insurance

- Employee Loan Discount

- Wellness Reimbursement

Requirements

Education, Experience, Certifications and or Licenses: Associate's degree from an accredited college; or a High School graduate plus six (6) months experience in a financial institution. A high school degree or GED is required.

Interpersonal Skills A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Physical Requirements Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.