Contact Center Representative

Remote Job Description Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team! BASIC RESPONSIBILITIES Responsible for establishing accounts for members and obtaining information in order to better assist credit union members with all types of credit union deposit accounts, loan questions and other related services. Assists in ensuring a single call resolution through effective listening skills and probing to identify members’ needs. Looks for every opportunity to offer financial counseling, promote all credit union products and services via remote channels and explain the deposit policies to increase member education. Ability to multi-task effectively and navigate through all applications/systems in order to efficiently assist members. TYPICAL DUTIES Explains to members and prospective members the philosophy, purpose, objectives and policies as they relate to the services of the credit union. Creates opportunities to sell all credit union products and services to members with special emphasis on promotions and new services. Offers financial counseling by offering services like Green Path and provides assistance in helping members restructure their finances while enhancing credit union profitability. Provides general information related to loan questions/makes payments to loans through ECM (Electronic Cash Management). Submit Loan Extension Requests via email to Loan Center. Accurately completes all documents related to products and services to include new accounts and assess appropriate fees. Assists in the collection of funds owed to the credit union on all types of accounts. Completes transaction requests on member accounts as it relates to balance transfers, loan repayment, loan payoff’s, and maintenance of ATM and Debit card reorders. Answers basic mortgage related questions as it relates to Escrow Analysis (seasonal). Basic knowledge of Debit/Credit card information to include dispute process. Provides accurate information regarding members accounts to include all/any products and services offered. Answers any questions pertaining to check re-orders, web page, loans, online banking, bill pay, new accounts, interest rates, and dividends. Exercises professionalism and good judgment with members and coworkers. Maintain and understand compliance to ensure that work complies with GECU’s established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC). Performs other duties assigned or required in connection with the general operation of the credit union. PRIMARY RESPONSIBILITY Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook. Requirements CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS Extensive knowledge of credit union products and services, with emphasis on special promotions and new services. Ability to deal with upset members with using tact and diplomacy. Ability to accurately and promptly multitask. Working knowledge of phone systems, calculator, personal computer and software used in the execution of their duties. Excellent communication skills, both oral (over the phone) and written. High school diploma or equivalent and 12 months of work experience. Requires sitting the majority of the day, lifting up to 10 pounds, bending, squatting, twisting, kneeling and reaching above the shoulder level occasionally. PRIMARY REPSONSIBILITY Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook. Required Availability Monday- Friday: 8:00 a.m. – 5:30 p.m., Saturday: 8:00 a.m. – 12:15 p.m. This position provides an opportunity for work from home but requires flexibility for onsite/work from home. #J-18808-Ljbffr GECU