Contact Center Representative

Contact Center Representative

Lawton, OK 73507

Job Description

Supervisor: Contact Center Job Description: This position requires the job holder to answer telephone account inquiries from members and process their requests for: funds and transfers between accounts check reorders, order check copies, payroll allocations, stop payment orders, wire transfer requests, and membership file updates. The Representative will open new accounts by mail and quote IRA/CD rates and basic information. Quote values of vehicle from JD Power NADA, quote loan payoffs, process loan add ons and give basic loan and application information, including interest rates. Representative will be responsible for reissuing, placing blocks, holds on accounts for lost or stolen plastic cards or service abuse, and will handle all general phone service to members with questions.

1. 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.

2. Identify products/service that might be beneficial to members and provides information about their value and benefit.

3. Performs transactions for member to include transfer of funds between accounts and or loan, stop payments, close and reorder debit cards, provide balances and review transaction history, reissue and reset pin numbers, process loan or credit card payments, originate consumer loan and credit card applications.

4. Cross-sell online banking, website and bill pay services, assist customers in setting up online banking enrollment, and understand the e-statement process.

5. New account duties include interviewing potential members to obtain information and explain available financial services. Verify potential members for field of membership qualifications, complete and obtain signature in workflow, prepare temporary checks, open accounts for members. Ability to accurately review credit report for OFAC/ID alerts when required and use AML.

6. Process requests for new membership accounts. Sending correspondence to obtain necessary documentation to open memberships/accounts.

7. Provide information on products, services or policies, including eligibility for membership, types of accounts, dividend and interest rates, office locations, hours, etc. Cross-sell credit union products, including ability to explain features and benefits of each. Answer basic loan questions including next due date, payment amount, frequency, payment method and final payment date.

8. Scan information into the computer system.

9. Basic understanding of back office procedures and daily routines.

10. Process loan payoffs and provide this communication to dealerships and insurance companies in an accurate and timely manner

11. Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling member request and merchant verifications.

12. Identify member needs through building rapport and asking open-ended questions and strive to meet those needs.

13. Present, promote, and recommend products and services to meet member needs and to contribute to overall branch performance goals.

14. Cross-sell CU products by answering inquires, informing members of new services and product promotions, determining member needs and recommending alternate channels when applicable. Perform outbound relationship calls according to guidelines set if applicable. Acquire and retain member relationships through relationship building, financial goal planning and overcoming objections.

15. Educate members on how to use alternate channels/digital platforms to bank on the go.

16. Attend and participate in Morning Brews and complete action items as set.

17. Represent FSFCU in a courteous, efficient and professional manner at all times. Maintain positive attitude when dealing with members and co-workers. Work cooperatively in a team environment with other staff members.

18. Maintain professional appearance and good attendance.

19. Ensure highest level of accuracy and confidentiality in all credit union business.

20. Other duties as assigned. This position is a Monday – Saturday. The hours are M-F between 6:45am-6:00pm and 8:30-1:00 on Saturday. Shift Rotation will be required. Overtime and flexible hours may be required as needed. Comply with BSA and Fair Lending regulations when performing all job requirements, and stay abreast of updates/requirements of BSA/OFAC/CIP through the completion of training courses assigned annually by trainer as well as meetings discussing BSA compliance activities. Complete all required trainings.

Qualifications

Skills: This position requires the associates to work well with others and be extremely detail oriented. Basic math and money, the ability to apply common sense and the ability to reason are expected. Excellent phone skills and manners are required. Good people skills as well as oral and written communication skills are essential. 10 key by touch and typing skills are required. High school diploma or equivalent or an equivalent combination of education and experience, as well as the ability to read, analyze, and interpret technical procedures and regulations. Successful applicant will be comfortable giving simple instructions, writing short correspondence and effectively responding to questions and concerns in all areas of member involvement. A valid driver's license is required. Physical skills: While performing this job, the associate is required to sit, and talk and hear on a telephone. The associate is frequently required to use hands and fingers, handle or feel objects, tools or controls. Standing and walking are occasionally required but extended periods of sitting are required. Specific vision abilities required by this job include close vision and adjustable focus. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Supervision Received Level: Limited supervision Remote Work: Remote work is not available due to the nature of the job. This job description is not a complete list of all the duties and responsibilities, nor does it constitute an employment contract. Duties and responsibilities may be added, deleted, or changed at any time at management's discretion.