CONTACT CENTER-MEMBER SERVICE REPRESENTATIVE

Job Description

Job Description

CONTACT CENTER- MEMBER SERVICE REPRESENTATIVE FLOAT

Be a part of the Charter Oak Federal Credit Union Team!

The Credit Union has part-time and full-time openings for Contact Center Member Service Representatives.

Contact Center Member Service Representative is responsible for providing outstanding member service while answering questions, solving problems, and providing solutions via the telephone, online and email.

Prior Contact Center or banking experience is required. Successful candidate must possess excellent communication and interpersonal skills. The ability to work in a fast paced team environment is essential.

SUMMARY:

Member Service Representatives primary responsibility is, with the aid of APEX tools and training, to sell all Credit Union deposit and loan services to current and potential members in person and on the telephone. MSR will be held accountable for Achieving Performance Excellence goals in their office/department.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receives and greets the members, determines their needs and refers them to the proper department when applicable.
• Communicate with members and potential members to effectively determine their deposit and loan needs.
• Explain and effectively cross sell credit union services, utilizing APEX tools, while in contact with members.
• Perform all clerical functions related to establishing and servicing deposits, loans and other products and services offered by the credit union.
• Assist members in researching, balancing and reconciling their accounts, exercise prudent judgment in using approved powers to service accounts (such as approving checking accounts, waiving fees etc).
• Have a working knowledge of the laws, rules, regulations and procedures regarding credit union products offered to members. Such laws include, but are not limited to IRA'S, lending, demand deposit and second mortgages.
• Present a Professional image (attire, mannerisms and work station).
• Provide suggestions to improve service, control costs, and promote the credit union activities.
• Performs Loan Originator duties under Regulation Z by taking applications, and assists a member in obtaining or applying to obtain a loan.
• Oversees and observes all security procedures for the safety and protection of members and the credit union in the safe deposit department under the direction of the Office Manager/Supervisor when applicable.
• Backup for Teller as needed.
• Other duties as assigned.

Equal Opportunity Employer Veterans/Disabled