Call Center Representative I

Call Center Representative

Coastal1 Credit Union is seeking to hire a Call Center Representative in our Contact Center! Our Call Center Reps provide quality service to members by providing information, resolving problems, and selling Credit Union products, maintain existing member relationships – provide superior level of financial services, represent the image, products, and services of Coastal1 to membership, maintain an awareness of laws and regulations affecting the department and/or areas of responsibility.

This is an on-site, in office position. Founded in 1928 and based in Pawtucket, Coastal1 Credit Union is a growing, member-focused organization serving over 130,000 members. Today, Coastal1 has 19 branches throughout RI and MA, including Bristol, Cranston (2), Cumberland, East Greenwich, East Providence (2), Johnston, North Kingstown, North Providence, Pawtucket (3), Providence, Smithfield, Wakefield, Warwick (2), and North Attleboro, MA.

We are committed to helping members achieve their financial goals. Coastal1 Credit Union is committed to providing the best in products, services, rates and changes in technology for our members convenience and security providing "The smarter way to bank." We are focused on simply being the best overall community financial institution in the markets we serve.

Coastal1 offers competitive pay and great benefits including medical, dental and vision for you and your dependents. In addition, we offer paid time off to promote work/life balance, on-site fitness center, 401(k) with a company match, employee homebuyer assistance, plus much more!

Duties and Responsibilities

1. Provide accurate, efficient quality customer service to members and prospective members over the phone.
2. Be a Subject Matter Expert to resolve member issues and inquiries on accounts to include account activity, fraud disputes, debit card issues and Online Banking issues and resolution within level of authority. Forward inquiries to appropriate department for resolution beyond area of authority, access, or knowledge.
3. Order checks and complete account maintenance and transaction slips accurately and in a timely manner. Accept and process loan payments through Orbipay loan payment system.
4. Make recommendations and/or decision fee reversal requests and provide alternate overdraft solutions.
5. Educate members on account criteria, features, benefits and recommend alternate solutions to member concerns.
6. Recognize referral opportunities, complete VISA applications over the phone, cross sell other Coastal1 products and services such as Online Banking enrollment and achieve minimum required referral goals.
7. Demonstrate knowledge of Credit Union products and services, policies, and procedures.
8. Ensure compliance with Coastal1's Bank Secrecy Act/Anti-Money Laundering Policy and related procedures, Member Identification Program and Office of Foreign Assets Control screening and record keeping requirements.
9. Perform other duties as required.

Education and Experience Requirements

• Minimum of a high school diploma or equivalent required.
• At least 2 years demonstrated successful work experience as a Teller with a strong background in customer service.
• Demonstrated ability to manage multiple projects simultaneously with time management/organizational/multi-tasking skills.
• Familiarity with basic math concepts required.
• Must be able to focus and pay attention to detail when processing a high volume of work, occasionally work under pressure and have the ability to meet tight deadlines.
• Familiarity with PC's and basic office software such as MS Office.
• Must have the ability to learn new and changed procedures and methods for processing member transactions.
• Ability to maintain a high level of professionalism and excellent customer service skills, demeanor, appropriate business appearance, and demonstrated knowledge of Coastal1's products and services, policies, and procedures.
• Ability to maintain a positive and upbeat Credit union image.
• Ability to handle confidential information securely.
• Ability to work collaboratively across all levels and functions of Coastal1 to coordinate solutions.
• Ability to work independently and as a team member.
• Bi-lingual helpful

Equal Opportunity Employer