MEMBER CONTACT CENTER REP

Customer Service Representative

Receives incoming calls and determines the products, services or resources that the caller requires (or could benefit from). Provides direct support services to members; or, connects them with the appropriate staff representative.

Essential Functions/Position Responsibilities:

• Answer incoming calls, determines the needs of the caller and verify the caller's identity, minimizing the caller's time and effort in resolving their concern.
• Identify products/services that might be beneficial to customers and provides information about their value and benefit.
• Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure member's needs are addressed in a polite and friendly manner.
• Cross-sell Virtual Branch and bill pay services and assist members in setting up Virtual Branch enrollment and understanding the e-statement process and mobile banking systems.
• Regularly interfaces with other departments to research and resolve complex member issues and disputes in a timely and effective manner.
• Performs member maintenance functions as time allows.
• Assists with the monitoring and daily maintenance of the IBanking system, Mobile banking system and Remote Deposit Capture Services.
• 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.

Position Requirements:

Experience: Two years of similar or related experience, including time spent in preparatory positions.

Computer experience necessary with knowledge of credit union systems (insight, etc.).

Education/Certifications/Licenses: A high school degree or GED is required.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.