Call Center Representative

Principal Mission

Deliver exceptional member service via the telephone, maintaining existing member relationships and developing new ones by utilizing product knowledge and cross-sales skills in support of the Credit Union's sales and marketing goals.

Major Qualifications

Knowledge and understanding of Credit Union products and services.

Ability to cross-sell products and services.

Well-developed verbal communication and human relations skills.

Ability to use a personal computer; entering information via keyboard and accessing information from a computer screen.

Ability to answer incoming

Major Responsibilities

1. Assist all members who contact the Credit Union, by telephone, with their financial transactions and needs, including, but not limited to: posting transfers, providing requested account information and related transactions, taking loan applications.
2. Cross-sell Credit Union products and services to existing members. TMSRs are expected to utilize product knowledge and cross-sales skills to recognize cross sell opportunities.
3. Utilize product knowledge and cross-sales skills to establish new relationships with potential members who call to inquire about Credit Union membership.
4. Successfully learn all steps of the Member Connect process and incorporate the Member Connect framework into every member call.
5. Assist all members who call PFFCU for account service, provide accurate account information and efficiently perform account transactions, while limiting errors.
6. Use the Call Center Member Connect Five Step Process as a framework for each member call.
7. Support departmental service goals by answering a daily volume of calls, which is determined each day by the total number of calls received, the individual number of hours worked, the average number of TMSRs working and the individual loan application totals.
8. Support PFFCU's loan growth goals and strategy by successfully promoting and selling loan products identified by a cross-sell screen through the use of the Member Connect process.
9. Achieve all sales and non-sales goals established for the department.
10. Convey a sense of interest and knowledge to the member by demonstrating a high level of member focus and a pleasant, professional tone of voice.
11. Make every effort to handle member calls completely and efficiently without transferring calls to other Credit Union departments or employees.
12. Assist members in resolving account discrepancies, forwarding problems to Supervisors only as necessary.
13. Forward member feedback to a supervisor or manager so issues can be addressed before members are unduly impacted.
14. Achieve certification in Product Knowledge and Cross Sales within six months of assuming position.
15. Support PFFCU's corporate values of member service, teamwork, commitment, and performance.

PFFCU is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities. PFFCU complies with Philadelphia's Fair Chance Hiring Law