Digital Services Contact Consultant II

Role:

The primary role of this position is to provide member services, products and business practices so that we unlock and cultivate our members' financial future. To achieve this mission, the position must deliver high-quality service to both internal and external members. A key element to this service delivery is to identify the member's financial need and recommend the most suitable solution for the member. The primary role of the Contact Consultant is to assist members with their telephone requests, fax requests, responds to problems, directs phone calls to the appropriate area. This includes but is not limited to handling requests for balance information, transfers, loan payments, some account research, product information, and member service on deposit and loan accounts. The Contact Consultant is seeking out opportunities to expand our member's relationship with the credit union while providing information and member service concerning the credit union and its products and services.

Essential Functions & Responsibilities:

E

45%

Answer all member calls in order to resolve issues while on the phone. Duties include: returning Lost/Abandon Calls, Debit Card Suspend/Unsuspend, Account Maintenance, responding to Voicemails, and Bill Pay Research/Changes

E

20%

Cross-sell all credit union products, including savings, checking, certificates, money market accounts, all loans, credit cards, text alerts, mobile and online banking, e-statements, direct deposit, ODP, bill pay, and Silverstar Financial. Assumes responsibility for the effective and professional performance of member service functions. Prepare and/or reviews all documents for thoroughness and accuracy.

E

15%

Assist with lending questions via the phone. This includes processing loan payments, credit card payments, loan payoff questions and processing SAPs.

E

10%

Process all non-permitted overdraft reports. Proactively reach out to members to explain to members how our overdrafts works and offer the member options of overdraft protection or overdraft privileges.

N

5%

Demonstrate compliance with all Credit Union regulations that apply to the position and keep up to date on regulation changes, including Bank Secrecy Act, OFAC, USA Patriot Act and other applicable laws.

N

5%

Performs a variety of miscellaneous tasks or duties as assigned. Assist other departments as necessary inluding account research and maintenance.

Performance Measurements:

1.

To practice, promote, and support the Vision, Mission, and Core Values of the CU and to ensure they are carried out by each employee.

2.

To achieve or exceed the established sales and service goals by establishing and maintaining member relationships. Mitigate any closed memberships by offering solutions to continue banking at Cy-Fair FCU.

3.

Responsible for maintaining compliance with all required regulations and policies, especially with BSA and OFAC policy and procedures. Must maintain compliance with MIP/CIP, and FACTA, Reg Flags. Complete required reporting within regulatory timeframes (CTRs, SARs, etc). Must be well versed in Regulations such as: REG CC, BSA, OFAC, Reg B, Reg Z and MIP (CIP).

4.

Ability to properly verify members using Member Identification Protocol (account/member verification).

5.

To provide accurate, courteous, friendly, timely, and professional phone service to all members and potential members. Answering phone calls promptly (within 3 minutes) and responding to correspondence within one day.

6.

To process member transactions with minimal errors and direct all phone calls to the appropriate person with limited transfers.

7.

Must be available to work 2 Saturdays per month.

Knowledge and Skills:

Experience

One year to three years of similar or related experience.


Education

A high school education or GED.


Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.


Other Skills

Excellent listening and verbal communication skills. Must be able to effectively and efficiently assist members via phone, text message, and email. Also, must be able to follow and adhere to previously set guidelines, standards, and procedures. Ability to accurately operate a 10-key calculator and keyboard necessary.


Physical Requirements

While performing the duties of the job, the employee is regularly required to stand, sit, walk, stoop, kneel, talk and hear.
Vision requirements include: close vision and the ability to focus. Nature of the position requires physical mobility and the ability to lift a maximum of 30 pounds.


Work Environment

Full-time employees are required to complete (16) hours of volunteerism and (8) hours for Part-time employees. All volunteer time has to be approved prior to event. In addition, needs to benefit or have an impact in Harris County.


This Job Description is not a complete statement of all duties and responsibilities comprising the position.