Customer Services Representative

Job Description

Job Description

Summary: The Contact Center Specialist serves as the first point of contact for incoming calls, establishing new membership accounts, deposit accounts, and lending products while maintaining daily operational duties.

Education and/or Experience:

• Requires a high school diploma or equivalent
• Minimum two-years advanced call center, customer service, financial services, banking or insurance experience with proficiency in multiple competencies relevant to the job is required
• Banking experience is preferred
• Requires passing compliance training to ensure adherence to legal and regulatory requirements, including banking security awareness
• Advanced knowledge of multiple company products
• Works well in a fast-paced environment
• Uses multiple systems and technology simultaneously with a focus on speed of use
• Remains calm, patient, objective, and professional at all times
• Handles personal, sensitive information professionally
• Strong critical thinking skills with an emphasis on accuracy
• Focused with an ability to prioritize multiple tasks
• Strong attention to detail to include solid data entry with minimal errors
• Maintains confidentiality of Bank and member records during and after employment with the Bank

Job Responsibilities:

• Answers incoming caller inquiries about company products and services with a focus on delivering a high level of quality customer service using knowledge acquired through extensive on the job training and ongoing support and coaching
• Verifies and maintains caller account security using established processes, procedures, and various systems and technology
• Supports and educates members on the use of Online/Mobile Banking, Debit Cards, transactional account usages, general account inquiries and other services that are provided to members
• Performs call logging using CRM tools and performs routine tasks to fulfill caller requests
• Meets or exceeds contact center goals for metrics such as: one first call resolution, quality standards, answer call rate, schedule adherence, and member survey results on a daily and monthly basis
• Opens various new accounts and services existing accounts; sets up new account files and provides callers with all necessary information for membership
• Promotes and completes applications for lending products/consumer loans
• Interacts with existing and new members to increase sales of products and/or services
• Performs member transactions which include loan payments and transfers
• Responds to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance
• May redirect calls to other teammates or departments depending on the nature of the inquiry
• Performs various account file maintenance actions (e.g., account data changes, account closures, card orders, etc.)
• Processes check orders, stop payments, fraud claims, and other forms
• Works independently within established procedures to resolve member issues in a courteous and professional fashion
• Problem solves accurately while using soundjudgment at all times
• Complies with all applicable laws, regulations, Bank policies and procedures, and ensures compliance with all governing regulations, including: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in Savings and Fair Credit Lending Practices
• Maintains an ongoing awareness of developments/changes in policies, procedures, products and services
• Performs other duties as assigned

Benefits of Joining the Bank Team:

We provide a competitive compensation and benefits package that includes, but is not limited to:

• This position is eligible for our annual discretionary bonus program. Some positions within the bank also qualify for quarterly performance incentives
• Paid time off for vacation, personal days, and holidays
• 401(k) company contribution
• Bank pays 100% of Dental & Vision premium
• Tuition reimbursement is offered to full-time employees
• Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through the Bank

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