Call Center Representative

Job Details Job Location: Sugar Land, TX 77479 Employer: Houston Federal Credit Union Employment Type: Full Time, Non-Exempt Location: Sugar Land, Texas Office Work Hours: Monday through Friday – 9:00 a.m. – 6:00 p.m., Saturday – 9:00 a.m. – 2:30 p.m. Role To assist members and potential members with their telephone, email, fax and internet requests; explains services, responds to problems, and directs phone calls to the appropriate area. Provides information for HFCU employees and assists with problems. Essential Functions & Responsibilities Assists members and potential members with telephone, fax, email, and internet requests; answers questions about products and services and directs calls to appropriate areas. Provides information for HFCU employees and assists with problems. Resolves problems within authority; refers beyond authority to supervisor with recommendations. Acts as the member’s advocate in offering products and services. Maintains member account information on computer system. Works assigned reports to provide quality control. Receives and processes wire requests from members following established procedures. Performs other related duties as assigned. Performance Measurements Provide accurate, courteous, friendly, timely, professional service to all members and potential members. Answer telephone immediately; respond to correspondence within 1 working day. Accurately and effectively troubleshoot or direct all calls. Process member transactions with minimal errors. Provide accurate, courteous, friendly, timely and professional service to all HFCU employees. Add to and maintain knowledge of all new products, services, policies and procedures to remain compliant with regulations. Accurately process wire requests following established procedures and meeting deadlines while limiting risk exposure. Maintain a professional work environment and businesslike appearance. Maintain a dependable record of attendance and timeliness. Responsible for compliance with all required regulations and policies, especially BSA and OFAC. Knowledge and Skills Experience One year to three years of similar or related experience. Education High school education or GED. Interpersonal Skills Work involves personal contact with others inside/outside the organization for conflict resolution, building relationships, and soliciting cooperation. Discussions require confidentiality and discretion, diplomacy, and tact. Other Skills Good listening and telephone skills; able to operate a 10‑key calculator, typewriter, and computer keyboard; able to make decisions with minimum information. Must have qualities that are consistent with our CORE Values Integrity, Honesty, & Respect Passion, Commitment & Enthusiasm Seek Excellence in All We Do Work Hard and Have Fun Friendly Service and Superior Value Qualifications #J-18808-Ljbffr Houston Federal Credit Union