Mbr Contact Center Rep II

Job Description

Job Description

To promote a positive, professional image of Financial Partners Credit Union via all contact channels (phone, e-mail, chat, etc.). Provide excellent service to all members of the credit union by identifying product and service solutions to meet their financial needs. Assist members with information about their accounts, FPCU products and services, and by resolving issues/problems via all contact channels.

ESSENTIAL RESPONSIBILITIES:

• Handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union.
• Proven ability to provide solutions to member financial needs by: identifing member needs, presenting appropriate solution using benefit statements and asking for the business.
• Ability to write free form responses to members via email and chat channels. Responses must be accurate as to content, grammer and spelling, as well as concise and easy for the members to interpret.
• Provide assistance with the “buying process” by quoting rates on all products, taking secured and unsecured loan applications and/or sending applications to members.
• Communicate the benefits of membership and FPCU products and services via all contact channels (phone, e-mail, chat, etc.)
• Assist members with questions regarding their accounts, FPCU products and services, the credit union and any issues.
• Provide eBanking and Bill Pay support
• Handle credit card calls (including reviewing past purchases, authorizations, etc. on the FDR system), taking dispute calls, etc.
• Ability to take real estate calls (including accessing Alltel)
• Enhance member relationship by using the member/caller’s name during conversation and thanking the caller.

• Always identify yourself to the member during the call.
• Effectively, accurately and articulately handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union.
• Accurately assist members with questions regarding their accounts, FPCU products and services, the credit union and any issues.
• Effectively communicate the benefits of membership and FPCU products and services via all contact channels (phone, e-mail, chat, etc.)
• Help the team meet the overall service goal by moving routine calls (balance inquirey, etc.) to self-service channels E Quest and E Banking and adhering to break and lunch schedule.

• Provide eBanking and Bill Pay support Be the expert on both Multi-care and Payment Manger
• Validate member identity using credit union security procedures

• Quote rate for all products
• Process check orders, wire requests, loan payments, stop payments, VODs, etc.

• Provide eBanking and Bill Pay support
• Attend training offered through Learining and Development that is required for your position or approved by your Manager.
• Provide solutions to member financial needs by: identifing member needs, presenting appropriate solution using benefit statements and asking for the business.
• Take advantage of all opportunities to complete the “buying process” by quoting rates on all products, taking secured and unsecured loan applications and/or sending applications to members.
• Educate members on pre-approval status and process.

• Consistently meet assigned sales goals by a minimum of 85%
• Ask for the business
• Move routine calls to eQuest and other self-service channels

• Process secured and unsecured loan applications
• Be present. Adhere to break and lunch schedule and maintain attendance within company and department policy guidelines.
• We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every Partner has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Financial Partners has several processes in place to communicate with leadership and expects that partners will have a commitment to integrity and uncompromising values.

OTHER DUTIES

• Perform other duties as assigned.

EDUCATION/EXPERIENCE:

One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. Associate’s degree preferred. Customer Service and/or call center experience, previous experience as a team lead, ability to work as a team, knowledge of MS Word, Excel, and Outlook. Able to use multiple programs simultaneously. Previous banking or credit union experience would be preferred. Proven ability to assist in team motivation. Strong customer service skills, strong ability to cross sell financial products. Ability to train new agents on all aspects of the position.